Salesforce SERVICE-CLOUD-CONSULTANT Online Practice Questions and Exam Preparation

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 191:

  The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

  Which solution will ensure each team sees only the relevant article type for their product?

  A. Create an article action for each record type and assign them to each team based on their product specialization
  B. Create a permission set for each record type and assign them to each team based on their product specialization
  C. Create a page layout for each article type and assign them to each team based on their product specialization
  D. Create a data category for each product and assign them to each team bases on their product specialization
  D. Create a data category for each product and assign them to each team bases on their product specialization

• Question 192:

  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 article types
  B. Assign team-based profiles to the associated product article types
  C. Assign team-based roles to the associated product data category value
  D. Assign team-based profiles to the associated product data category value
  C. Assign team-based roles to the associated product data category value

• Question 193:

  What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

  A. Evolving content-based product lifecycles
  B. Creating content as a result of solving issues
  C. Rewarding learning, collaboration, sharing and improving.
  D. Developing a knowledge base on the experience of an individual
  B. Creating content as a result of solving issues
  C. Rewarding learning, collaboration, sharing and improving.

• Question 194:

  UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?

  Choose 3 answers.

  A. Configure workflow rules for each data category
  B. Configure article types for each kind of content
  C. Define approval processes for each article type
  D. Define approval processes for each product
  E. Configure data category values for each product
  A. Configure workflow rules for each data category
  B. Configure article types for each kind of content
  E. Configure data category values for each product

• Question 195:

  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. Keyboard shortcuts
  B. Quick text
  C. Custom macros
  A. Keyboard shortcuts

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  Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.

• Question 196:

  Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

  Which two feature should the consultant recommend as part of the deployment?

  A. Select two Twitter or Facebook accounts.
  B. Create and assign permission sets to give agents social account access.
  C. Retrieve Social Studio credentials.
  D. Enable the Moderation feature to automatically create cases from posts.
  A. Select two Twitter or Facebook accounts.
  B. Create and assign permission sets to give agents social account access.

• Question 197:

  Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

  What should a consultant recommend as the next step?

  A. Prioritize the requirements based on who submitted them.
  B. Identify the requirements needed for initial GoLive.
  C. Provide a timeline that addresses all the requirements.
  D. Organize the requirements from largest to smallest.
  B. Identify the requirements needed for initial GoLive.

• Question 198:

  Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

  Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

  Choose 2 answers

  A. Remove Apex code references to the Article RecordType field.
  B. Configure the Visualforce page to use the Lightning Design System.
  C. Rename the Visualforce page to "Lightning Knowledge"
  D. Remove Apex code references to the ArticleType field.
  B. Configure the Visualforce page to use the Lightning Design System.
  C. Rename the Visualforce page to "Lightning Knowledge"

• Question 199:

  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:

  1.

  Support attachments up to 30 MB per inquiry

  2.

  Over 10,000 inquiries per day

  What solution should a consultant recommend to meet these requirements?

  A. Emall-to-Case
  B. Customer Chatter groups
  C. Web-to-Case
  D. On-Demand Email-to-Case
  A. Emall-to-Case

• Question 200:

  Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps. Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?

  A. Change the Sharing Settings for Knowledge from "Public Read Only" to "Private".
  B. Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute.
  C. Change the visibility settings for these articles to only "Visible In Internal App".
  C. Change the visibility settings for these articles to only "Visible In Internal App".

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  In Salesforce Knowledge, each article record includes visibility settings that determine where it can be accessed - for example, Internal App, Customer, Partner, or Public Knowledge Base.

  To restrict specific articles to internal users only, set their visibility to "Visible in Internal App". This ensures they appear only to logged-in internal users (e.g., support reps), while remaining hidden from external users such as customers or partners.

  Option A would make all Knowledge articles private, not just the confidential ones.

  Option B disables standard sharing, which would affect system-wide access and is not recommended.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Knowledge Management Domain.

  Salesforce Help: "Control Article Visibility and Access."

  Salesforce Knowledge Implementation Guide - Visibility and Access Configuration.