Certified Service Cloud Consultant practice test

1. Question 1 · 1

   Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?

   Choose one answer.

   • On-Demand Email-to-Case
   • An AppExchange package
   • Web-to-Case
   • Email-to-Case

2. Question 2 · 1

   To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?

   Choose one answer.

   • Add the Knowledge related list to the Case record page.
   • Add the Knowledge tab to the Service Console.
   • Add the Knowledge Component to the Case record page.
   • Add Knowledge Data Categories to each Case.

3. Question 3 · 1

   Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? (Choose three.)

   Choose all answers that apply.

   • Article numbers change during migration.
   • Visualforce pages refer to Classical article types.
   • Each article must be associated to a record type.
   • Attachments and .html files in Classic Knowledge are moved to the Files object.
   • Approval process history migrate to Lightning Knowledge.

4. Question 4 · 1

   After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem?

   Choose one answer.

   • Add Authors to the FAQ Data Category.
   • Set Articles Org Wide Default to Public ReadWrite.
   • Grant Authors access to the FAQ record type.
   • Grant Authors access to the FAQ article type.

5. Question 5 · 1

   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?

   Choose one answer.

   • Activate a Validation Rule
   • Define Case Escalation Rules
   • Create a Case Macro
   • Configure Process builder

6. Question 6 · 1

   Cloud Kicks (CK) has a service performance dashboard to manage its entire support organization. Now, CK would like to understand performance from different perspectives, such as by product line or case close date quarter. What is the recommended solution to meet the requirements?

   Choose one answer.

   • Ensure View All Data is not assigned to users.
   • Use a Dynamic Dashboard based on running user.
   • Configure a dashboard refresh schedule.
   • Add multiple Dashboard Filters.

7. Question 7 · 1

   Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes. What are two recommended service console features that work together to improve the process? (Choose two.)

   Choose all answers that apply.

   • Outbound Sales Dialer
   • Quick Action
   • History Utility
   • Macros

8. Question 8 · 1

   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.)

   Choose all answers that apply.

   • Global Quick Action
   • Email Templates
   • Macros
   • Quick Text

9. Question 9 · 1

   Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution. What is the recommended report change to meet the requirements?

   Choose one answer.

   • Filter on Status equals Closed Resolved
   • Filter where Date/Time Opened equals Created Date
   • Filter where Closed Date equals Created Date
   • Filter on Closed When Created equals true

10. Question 10 · 1

    Universal Containers 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?

    Choose one answer.

    • Visual Workflow, data loader, and Force.com IDE
    • Data loader, change sets, and Force.com Excel Connector
    • Mass Transfer Records, change sets, and Visual Studio Code
    • Visual Studio Code and change sets

11. Question 11 · 1

    Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?

    Choose one answer.

    • Add History to the Utility bar.
    • Define a custom List View.
    • Use a second Console session.
    • Keep all Case open in tabs.

12. Question 12 · 1

    Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

    Choose one answer.

    • Omni-Channel Utility widget
    • Global Shared Macro
    • Actions & Recommendations component
    • Personalized navigation menu

13. Question 13 · 1

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

    Choose all answers that apply.

    • Account
    • Work Order
    • Case
    • Service

14. Question 14 · 1

    Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

    Choose one answer.

    • Update the case assignment rule to add the site member to the predefined case team.
    • Change the org-wide default for cases and contacts internal access to private.
    • Create a sharing rule to share the contact record with the site member.
    • Set up a sharing set to grant access based on the site member's contact record.

15. Question 15 · 1

    Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened. What should a consultant recommend as a solution?

    Choose one answer.

    • Use a Most Available Routing Model which will assign to the agent that will be available next.
    • Set Work Item Size to Percentage of Capacity to only consume part of an agent's availability.
    • Configure an Overflow Assignee with a user or queue outside the routing configuration.
    • Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

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