Service Cloud Mock Questions

Salesforce Certified Service Cloud Consultant
Time Remaining: 00:52:17
1 of 65. The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

A. oO Case report grouped by Call Center
B. oO Case History report grouped by Call Center
e. o Dynamic Dashboard grouped by Call Center
Mark this item for later review.
Comments:
Please Provide Feedback here...

2 of 65. Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only
have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

A oO Create a sharing rule for each division to provide access using the role hierarchy.
B. O Create a sharing rule for each division to provide access based on the article category.
E: o Create a single data category group for each division and provide access using the role hierarchy.
O Mark this itern for later review.
Comments:

3 of 65. A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

A. oO End the messaging session with the customer.
B. fe} Mark the messaging session as customer Inactive.

Bl
ey O Leave the messaging session with the customer open.
O Mark this item for later review.
Comments:

2 of 65. Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only
have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

A. O Create a sharing rule for each division to provide access using the role hierarchy.
B. O Create a sharing rule for each division to provide access based on the article category.
ie: o Create a single data category group for each division and provide access using the role hierarchy.
Comments:

3 of 65. A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

A. © End the messaging session with the customer.
B. fe} Mark the messaging session as customer Inactive.
cE. O Leave the messaging session with the customer open.
O Mark this iter for later review.
Comments:

4 of 65. Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial
data are stored in other systems.
Which solution should a consultant recommend for integration?

A. oO Utilize Apex with integrated External Objects.
B. O Utilize an AppExchange integration package. Ic]
t: fe} Utilize MuleSoft to integrate the systems.
Comments:

5 of 65. Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
A. fe} All Cases by Customer
B. O All Open Cases by Priority
i oO Case Resolution Time fa]
Comments:

6 of 65. Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their
projects within Salesforce.
Which solution should the consultant recommend?

A. O Create a new Case record type. [c]
B. O Enable Feed Tracking.
a o Install an AppExchange app.
Comments:

7 of 65. Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?

A. oO Update the Approval Process to Auto-launch.
B. O Create a Lightning Web Component action for Approval Process. fal|
&: o Create an autolaunched Flow.
Comments:

8 of 65. Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of
the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. O Use the Files Related List on each article to add files to the articles. ral
B. O Use the Lightning Knowledge Migration Tool and choose ‘include files’.
a fe} Upload the files as Documents, then relate them to the migrated articles.
Comments:

9 of 65. Cloud Kicks uses 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 collaborate on cases.
What should a consultant recommend to meet the requirements?

A. oO Add the Account object to Recent Items utility.
B. fe} Include the History utility in the console app. Bl
e: O Mention the case number in a Chatter group.
Comments:

10 of 65. Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

A. O Implement Einstein Article Recommendations.
B. fe} Implement Skills-Based Routing.
G; O Implement Queue-Based Routing.
Comments:

11 of 65. Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a
case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

A. fe} Case teams
B. O Case swarms
e. © Account teams [a]
Comments:

12 of 65. Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power
outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

A. oO Incident Management
B. O Workforce Engagement
i: fe} Field Service Management
Comments:

13 of 65. Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's
support offerings should be adjusted.
Which feature should the consultant recommend?

A. @ Build a joined report. ral
B. O Build a dashboard.
€: fe} Build a custom report type.
Comments:

14 of 65. What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
A.C) The report must be used on a Dashboard.
B. oO The report must have a standard Report Type.
tc 6 The report must contain a chart. fel
Comments:

15 of 65. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?

A. oO Reduced administrative overhead El
B. O Reduced need for self-service
EL fe} Reduced issue resolution time
Comments:

16 of 65. Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
A. fe} Enable lookup filters.
B. @) Configure a Quick Action.
toh O Set OWD sharing to Private. |
Comments:

17 of 65. Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,
resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
AO Macros
B. fe} Quick action
es O Flow
Bl
Comments:

18 of 65. Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of
support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. oO Have customers search the Knowledge base for solutions.
B. O Provide a toll-free customer support phone number. [c]

on fe} Create an Experience Cloud site for customers.
Comments:

Salesforce Certified Service Gloud Consultant
19 of 65. Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?

A. oO Add data category groups.
B. O Create synonym groups.
= o Enable Suggested Articles.
Comments:

20 of 65. Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support
reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick
texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
A. O Create a folder for each product line and share them with public groups.
B. O Set the organization-wide default to Private and create sharing rules to share them with roles.
&: oO Add a permission set for Read access to the appropriate product line. [c]
Comments:

21 of 65. The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers
should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support
agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
A. O Configure a Case list view filtered by My Cases.
B. O Configure a Case related list on the Product page layout. a
CG; oO Configure a Case list view filtered by My Case Teams.
Comments:

22 of 65. Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
A.C) Omni-Channel Analytics
B. oO Omni-Channel Utility component
c 6 Omni-Channel Supervisor tab Tad
Comments:

23 of 65. Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like
a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?

A. fe} Keyboard shortcuts
B. oO Quick text
E: O Custom macros fl
Comments:

24 of 65. A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will
assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
A. fe} Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
B. ©) Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel utilization
C: O Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
CO Mark this item for later review. fal
Comments:

25 of 65. Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and
resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
A. fe} Add experts to an integrated Slack channel.
B. O Use Email-to-Case to send an email to experts so they can use email threads.
t oO Implement Skills-Based Routing to assign the case to experts. |
Comments:

26 of 65. Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

A. o Einstein Reply Recommendations
B. © Einstein Article Recommendations |
oe O Einstein Case Wrap-Up
Comments:

27 of 65. Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include
images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
A. & Add images to an HTML file.
B. o Ensure each image is less than 25 MB.
fr: oO Change all images to JPEG files.

Bl
Comments:

28 of 65. Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from
the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?

A. fe} Identify and prioritize the requirements for the minimum viable product.
B. © Prioritize the requirements based on the stakeholder who submitted them. |
€: ie) Prioritize the requirements based on requests from the regions.
Comments:

29 of 65. Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. O Postpone the release to the production org so the team can finish the project before the release is deployed.
B. O Disable updates to the sandbox so the team can continue using the solution without the updates from the release. Ie]
& Opt
Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
deploy
Comments:

30 of 65. Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?

A. 6 Assign the app to the User profile.
B. O Assign a permission set granting the Service User license.
. ©) Assign the Service User license to their User record.
Comments:

31 of 65. What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
A. O Customize Intents using Einstein Chatbots.
B. oO Customize the Lightning Console chat page. taal
Ce 6 Customize the pre-chat form.
Comments:

32 of 65. Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product
specialization?
A. fe] Create a data category for each product. Assign data categories to service agents.
B. oO Create an article action for each record type. Assign record types to service agents. fl
ic. oO Create a permission set for each record type. Assign permissions to service agents.
Comments:

33 of 65. A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a
long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?
A. G) Review Assigned Work.
B. O Review Queues Backlog. |
€: fe} Review Skills Backlog.
Comments:

34 of 65. Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?

A. oO Topics for objects
B. fe} Data Category groups
£: O Screen Flow Bl
Comments:

35 of 65. Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service
agents.
What should a consultant recommend to meet the requirements?

A. oO Use custom labels to manage quick text translations.
B. O Share a folder with quick text for each translation.
& O Share each quick text individually to Public Groups. fa]
Comments:

36 of 65. Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?

A. oO Establish Case Assignment rules.
B. O Create a Flow with a scheduled path. Ie]
e. fe} Configure Case Escalation rules.
Comments:

37 of 65. The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?

A. 6 Enable and configure Swarming in Slack.
B. O Create a case team workspace in Slack. |
. O Configure a case notification Slackbot.
Comments:

38 of 65. A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce
management system.
Which metric should a consultant use to assess the success of the new workforce management system?
A. Ce Number of closed cases
B. fe} Agent utilization
C. ©) Deflection rate Bl
Comments:

39 of 65. Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements
only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?
A O Will customers access Knowledge articles through Experience Cloud?
B. © Is support provided on a periodic basis and renewed annually?
ef o Do multiple versions of the Entitlements need to be created and maintained?
Comments:

40 of 65. Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high
likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
A. fe} Configure and activate Duplicate Management.
B. O Grant "View All Data" and instruct them to search.

E. O Implement Apex triggers for Contact. fa]
Comments:

40 of 65. Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high
likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
A. fe} Configure and activate Duplicate Management.
B. O Grant "View All Data" and instruct them to search.

E. oO Implement Apex triggers for Contact.
Comments:

41 of 65. The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support
team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

A. O Slack Connect
B. oO Service GPT
C.@ Einstein Bots el
Comments:

42 of 65. Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?

A. O Set up quick text options in the utility bar to add article links.
B. Ce} Configure Lightning Knowledge component and related list actions. Bl
Le: O Configure Lightning Knowledge component to auto attach article PDF.
Comments:

43 of 65. Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time
communication and support.
Which interaction channel should the consultant suggest to UC?

A. O Einstein Bots
B. fe} Messaging In-app and Web (MIAW) fl
Lah © Experience Cloud sites
Comments:

43 of 65. Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time
communication and support.
Which interaction channel should the consultant suggest to UC?

A. oO Einstein Bots
B. fe} Messaging In-app and Web (MIAW)
&: © Experience Cloud sites
Comments:

44 of 65. Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter
expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
A. oO Click Publish after the Approval Process.
B. o Set the status to Published fram the Knowledge approval page. Bl
e: O Set the final approval action to 'Lock the record for editing’.
Comments:

45 of 65. Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party
systems.
Following best practices, which development and deployment path should a consultant recommend?
A. oO Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
B. oO Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
t o Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.
O Mark this itern for later review. ra
Comments:

46 of 65. Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how
far Tier 1 had progressed in troubleshooting?
A. @ Path for Cases
B. oO Escalation Rules
Gc. oO Einstein Next Best Action fa]
Comments:

47 of 65. The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin
has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

A. fe} Use Data Loader periodically to assign these cases to a default owner.
B. O Create a case validation rule to ensure cases are owned by a user when closed.
€: O Create a case assignment rule to ensure cases are owned by a user when closed. [c]
Comments:

48 of 65. Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service
Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
A. fe} Focus on scalability for handling high inquiry volume.
B. O Work on integrating with social media platforms.
f O Emphasize continuous monitoring of chat. Al
Comments:

49 of 65. Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

A. 6 Standard Web-to-Case with assignment rules
B. oO Omni-Channel with prioritized queues
G i) Standard Email-to-Case with assignment rules
BS Mark this item for later review. e@e
Comments:

49 of 65. Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

A. 6 Standard Web-to-Case with assignment rules
B. oO Omni-Channel with prioritized queues
e. O Standard Email-to-Case with assignment rules fal
Comments:

50 of 65. Universal Containers has a well-defined support process for cases which includes the following statuses:
« New
« Assigned
« In Progress
e Waiting On Customer
« Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A. O Case Lifecycle
B. O Cases with Milestones
oe o Case History
(CD Mark this item for later review.
Comments:
51 of 65. Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
A. 6 Use a change set.
B. oO Re-create them manually.
ey O Use Salesforce Workbench.

Bl
Comments:

52 of 65. Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

A. oO Reports and Dashboards
B. fe} Entitlements and Milestones
C.©) Service Contracts Bl
Comments:

53 of 65. Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
A. oO Develop custom Knowledge reports and dashboards.
B. oO Create a review board to evaluate and manage Knowledge articles.
. fe} Install the Knowledge Base Dashboards & Reports AppExchange package. Bl
Comments:

54 of 65. Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products
and geographic location. The admin plans to enable 'Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
A. G) Data Category Visibility of All Categories provides Public Read-Only access.
B. o Data Category Visibility of Custom overrides organization-wide default sharing access.
Ge © Data Categories no longer control access to articles.
QO Mark this iter for later review. oe
Comments:

54 of 65. Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products
and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
A oO Data Category Visibility of All Categories provides Public Read-Only access.
B. Ce} Data Category Visibility of Custom overrides organization-wide default sharing access. Bl
& O Data Categories no longer control access to articles.
Comments:

55 of 65. After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

A. oO Inform users that the only way to create articles is from the Knowledge component.
B. O Enable Read/Write/Create permissions for Knowledge articles. Bl
EC. fe} Add the Manage Salesforce Knowledge permission to the user's profile.
Comments:

56 of 65. Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
« Support attachments up to 25 MB per inquiry
« Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

A. oO On-Demand Email-to-Case
B. @ Heroku Connect fal
& oO Email-to-Case
Comments:

57 of 65. Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained
that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
A. oO Open the relevant record being routed.
B. O Debug Omni-Channel routing from Setup.
fi fe} Open the Omni-Channel Supervisor tab. Bl
Comments:

58 of 65. Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from
customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?
A. oO Remove the phone number from the page layout.
B. O Use Dynamic Forms to hide the phone number. ral
©: fe} Set the Contact Do Not Call field value to True.
Comments:

59 of 65. Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check
their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
A. oO Configure a Visual Remote Assistant.
B. fe} Create an Einstein Bot.
e: O Build a Screen Flow.

B]
Comments:

60 of 65. Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the
customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the
customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?

A. @) Configure View All for the Case object and field-level security.
B. fe} Configure Case Team with Read Write and field-level security. Bl
& O Configure OWD for the Case object and implement Salesforce Shield.
Comments:

61 of 65. Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

A. oO Deduplicate the data before importing into Salesforce.
B. Cy Import the records and create a Flow to change the data type. Gl
€: fe} Import the records and use Duplicate Management.
Comments:

62 of 65. Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. o Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour. |
B. O Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
e: oO Use case auto-response rules to send an email to support managers within 1 hour of case creation.
Comments:

63 of 65. Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?

A. fe} Embedded Chat window
B. O Contact requests
E © Web-to-Case fal
Comments:

64 of 65. Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. O Create sensitive data rules.
B. oO Enable Assistance Flag Configuration setting.
Lo oO Create an IP blocking rule.
Comments:

65 of 65. Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

A. © Run a macro on each case.
B. fe} Use a mass Quick Action.
c. O Use a keyboard shortcut. B
Comments:

Your assessment responses are listed below. Asterisks(*) next to the item number indicate you have marked that item for review. Click on the item number to
return to the desired item. When you are ready to submit your assessment, click the 'Submit Exam' button below to submit your responses and end the
assessment.
Assessment Summary
Number of Items Answered: 65
Number of Items Unanswered: 0
Number of Items Marked for Review: 1
Answers
ule 2.C 3.B 4.€
S.A 6.C Zc B.C
9.8 10. B ILA AZ.
3,.€ 14, € 3. € 16.4
128 18.¢ 13.¢ 20.€
2Lc 22.C 23.4 24.4
25.4 26.4 27.8 28. A
29.¢ 30. A 31L.C 32.4
41. 4 43, B 44
45. ¢ 46.4 47.8 48_A
49. 4 50. C S1.A 52.68
53..C 54. B 55.C 56.4

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Salesforce Certified Service Cloud Consultant

Time Remaining: 00:52:17

Which analytics solution should the consultant recommend?

B. oO Case History report grouped by Call Center

e. o Dynamic Dashboard grouped by Call Center

Mark this item for later review.

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Time Remaining: 00:52:12

Which solution should a consultant recommend to meet this requirement?

O Mark this itern for later review.

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Time Remaining: 00:52:04

What should the agent do next?

B. fe} Mark the messaging session as customer Inactive.

O Mark this item for later review.

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Time Remaining: 00:51:53

Which solution should a consultant recommend to meet this requirement?

O Mark this itern for later review.

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Time Remaining: 00:51:48

What should the agent do next?

B. fe} Mark the messaging session as customer Inactive.

cE. O Leave the messaging session with the customer open.

O Mark this iter for later review.

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Time Remaining: 00:51:45

Which solution should a consultant recommend for integration?

B. O Utilize an AppExchange integration package. Ic]

t: fe} Utilize MuleSoft to integrate the systems.

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Time Remaining: 00:51:41

B. O All Open Cases by Priority

i oO Case Resolution Time fa]

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Time Remaining: 00:51:37

Which solution should the consultant recommend?

B. O Enable Feed Tracking.

a o Install an AppExchange app.

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Time Remaining: 00:51:33

What should a consultant recommend to automate the Approval Process?

B. O Create a Lightning Web Component action for Approval Process. fal|

&: o Create an autolaunched Flow.

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Time Remaining: 00:51:30

How can a consultant migrate the file attachments?

O Mark this itern for later review.

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Time Remaining: 00:51:26

What should a consultant recommend to meet the requirements?

B. fe} Include the History utility in the console app. Bl

e: O Mention the case number in a Chatter group.

O Mark this itern for later review.

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