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SERVICE-CLOUD-CONSULTANT Exam Questions & Answers

Exam Code: SERVICE-CLOUD-CONSULTANT

Exam Name: Salesforce Certified Service cloud consultant

Updated: Mar 18, 2024

Q&As: 409

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Practice These Free Questions and Answers to Pass the Service Cloud Consultant Exam

Questions 1

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

D. Configure the new app in developer org and use an unmanaged package to deploy to production.

Show Answer
Questions 2

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Map articles with HTML sections to rich text area fields

B. Use change sets to import data categories

C. Create a separate .csv for each article type

D. Use the data loader to import unstructured articles

Show Answer
Questions 3

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of article votes

B. Number of customer ratings

C. Number of approved articles

D. Number of archived articles

Show Answer
Questions 4

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A. Assignment rules

B. Validation rules

C. Workflow rules

D. Auto-response rules

Show Answer
Questions 5

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of outbound calls per day

B. Number of closed cases

C. Number of lead referrals

D. Number of attempts to contact

Show Answer

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