[Jul 28, 2025] Valid Service-Cloud-Consultant Test Answers & Salesforce Service-Cloud-Consultant Exam PDF
Realistic Service-Cloud-Consultant Exam Dumps with Accurate & Updated Questions
NEW QUESTION # 29
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Visibility into service entitlements
- C. Mobile access to case information
- D. Predictive dialer for outbound calls
Answer: B,C
NEW QUESTION # 30
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?
- A. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Force.com migration tool, Force.com IDE, and change sets
- D. Visual Workflow, data loader, and Force.com IDE
Answer: C
NEW QUESTION # 31
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. Self Service Knowledge
- B. Video Support
- C. Incident Management
- D. Workforce Engagement
Answer: C
Explanation:
Explanation
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview
NEW QUESTION # 32
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based roles to the associated product article types
- D. Assign team-based profiles to the associated product article types
Answer: A
NEW QUESTION # 33
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Human Resources (HR) help desk
- B. Telemarketing center
- C. Information Technology (IT) help desk
- D. Telesales center
Answer: C
NEW QUESTION # 34
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. Middle-tier integration
- B. External Objects
- C. Salesforce Connect
- D. Custom Objects
Answer: B,C
NEW QUESTION # 35
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Omni-channel Supervisor
- B. Push Notifications
- C. Next Best Actions
- D. Case Feed
Answer: A
NEW QUESTION # 36
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- B. Deliver the entire project simultaneously so as to present UC with a completed solution.
- C. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Answer: A
NEW QUESTION # 37
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One within the Salesforce Console for Service.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: A
NEW QUESTION # 38
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Visible in Portal
- B. Private
- C. Read Only
- D. Read/Write
Answer: D
Explanation:
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5
NEW QUESTION # 39
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. Will customers access Knowledge articles through Experience Cloud?
- B. Do multiple versions of the Entitlements need to be created and maintained?
- C. Is support provided on a periodic basis and renewed annually?
Answer: C
Explanation:
Asking whether support is provided on a periodic basis and renewed annually helps determine the need for Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the types of support a customer is entitled to.
NEW QUESTION # 40
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Crreate an article action for each record type;assign record types to service agents
- B. Create a permission set for each record type ;assignpermisisons to service agents
- C. create a data category for each product assign data categories to service agents.
- D. Create a page layout for each record type ;assign layouts to servce agents
Answer: C
Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 41
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Article Translation.
- B. Enable Suggested Articles.
- C. Add Data Category Groups.
- D. Create Synonym Groups.
Answer: B
Explanation:
Explanation
Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview
NEW QUESTION # 42
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article customization for open cases.
- B. Enable article submission during case close.
- C. Create an email template to send articles as PDF attachments.
- D. Enable suggested articles on new cases.
- E. Enable agents to create their own personal articles.
Answer: B,C,D
NEW QUESTION # 43
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Send an email reminder to update the article status to Published on the start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: A
NEW QUESTION # 44
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed on first contact
- B. Percent of cases closed with an attached article
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed with chatter posts
Answer: C
NEW QUESTION # 45
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
Answer: A
NEW QUESTION # 46
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