Free Certified Service Cloud Consultant Sample Questions — Salesforce Certified Service Cloud Consultant

Milestones can be added to which three Object types? (Choose three.)

• A. Case
• B. Service
• C. Entitlement
• D. Work Order
• E. Account

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

• A. Set up self-service Knowledge
• B. Set up assignment rules and case queues
• C. Set up Contact Requests

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?

• A. Activate a Validation Rule
• B. Define Case Escalation Rules
• C. Create a Case Macro
• D. Configure Process builder

Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?

• A. Create multiple Console layouts
• B. Enable Keyboard shortcuts
• C. Define criteria-based record page components
• D. Configure Macros

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality. What is the recommended method to meet the requirements?

• A. Apex Trigger
• B. Smart Links
• C. Approval Process
• D. Article Translation

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?

• A. Review and address Case data issues and set up Einstein Article Recommendations
• B. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases
• C. Review and address Case data issues and set up Einstein Classification Apps

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transaction per day. Which two features should a Consultant recommend? (Choose two.)

• A. Case Auto-Response
• B. Facebook Messaging
• C. Chat
• D. Escalation Rules

Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.)

• A. Knowledge Action to Publish an Article once the Article is approved
• B. Data Category to assign an article record type to a Reviewer
• C. Approval Process that assigns an Article to a Reviewer Queue
• D. Validation Rules for article record types to verify all fields during creation

A service agent is in a messaging session with a customer. The customer abruptly stops responding for 30 minutes. What should the consultant recommend that the agent do next?

• A. Leave the messaging session with the customer open
• B. Mark the messaging session as customer Inactive
• C. End the messaging session with the customer

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?

• A. Most Revised Articles
• B. Search Activity Gaps
• C. Most Linked Articles
• D. Top Articles sorted descending

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?

• A. Create a Lightning email template to send the article to the customer
• B. Create a workflow email alert to send the article to the customer
• C. Create a macro to send an email with the article to the customer
• D. Create an auto-response rule to send the article to the customer

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?

• A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
• B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
• C. Assign a global team of experienced agents and leaders to create a common design template and report structure
• D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report

Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly. What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)

• A. Enable Debug Omni-Channel routing configuration in Setup
• B. Open the Omni-Channel Supervisor tab
• C. Log in as a user who is enabled for Omni-Channel access
• D. Open the record you want to route
• E. Change the owner to a queue associated with the routing configuration

Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories. What should the admin keep in mind when organizing articles?

• A. Articles can have up to 8 data categories
• B. Data category hierarchy can have up to 10 levels
• C. There can be up to 10,000 data categories

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation. What are two recommended Service Cloud features that work together to improve the process? (Choose two.)

• A. Global Quick Action
• B. Email Templates
• C. Macros
• D. Quick Text

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

• A. Social Customer Service for Twitter and Facebook
• B. Social Media Marketing message tagging
• C. Social Persona for Twitter and Facebook
• D. Einstein Bot social queues

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production? (Choose two.)

• A. Change Sets
• B. Mass Transfer Records
• C. Data Import Wizard
• D. Data Loader

A recent review of customer satisfaction surveys revealed the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A. Validation Rules
• B. Einstein Reply Recommendations
• C. Service Analytics Predictions
• D. Einstein Next Best Action

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? (Choose two.)

• A. Each Article Record Type must be in a separate CSV
• B. Article Record Types must be created before the import
• C. Article Record Types will be created as part of the import
• D. Multiple Article Record Types can be imported in the same CSV

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a consultant configure the Lightning Service Console to support this requirement?

• A. Define separate Record Types for Tier 1 and Tier 2
• B. Configure a Visual Flow Troubleshooting Action
• C. Implement Lightning Guided Engagement
• D. Enable Omni-Channel Case assignment