Free Salesforce Service-Cloud-Consultant Exam Questions

Become Salesforce Certified with updated Service-Cloud-Consultant exam questions and correct answers

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Total 268 Questions | Updated On: Jun 04, 2025

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Question 1

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A : I Adapter configuration

B : ghtning Console enablement

C : ll Center Definition File creation

D : rvice Console case creation configuration

Answer: A,C

Question 2

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.

What should a consultant recommend to meet the requirements?

A : cent Items set to Account object.

B : tory Utility in the Utility bar.

C : tions & Recommendations component.

D : reen flow launched from a global action.

Answer: A

Question 3

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers

A : mplify the interactive voice response (IVR) tree.

B : t up Email-to-Case.

C : Assignment rules and case queues.

D : additional agents to lower average hold time.

Answer: A,B

Question 4

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.

Which question should be asked to determine the preferred solution?

A : multiple versions of the entitlements need to be created and maintained?

B : support provoded on a periodic basis and renewed annually?

C : Service Agents need to determine whether a customer is eligible for support?

D : ll customers access selft service resources through Experince Cloud?

Answer: C

Question 5

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the

same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

A : t the dashboard viewers choose

B : user creating the dashboard

C : VP of service

D : dashboard viewer

Answer: D

Page: 1 / 54

Total 268 Questions | Updated On: Jun 04, 2025

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