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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 311:

  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?

  A. Grant Authors access to the FAQ record type.
  B. Add Authors to the FAQ Data Category.
  C. Grant Authors access to the FAQ article type.
  D. Set Article Org Wide Default to Public ReadWrite.
  A. Grant Authors access to the FAQ record type.

• Question 312:

  Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What is a consideration of this approach?

  A. Swarm channels default to public channels in Slack.
  B. When users are added to the channel, they cannot see historical posts.
  C. Swarms can only be created in new channels created for the issue.
  B. When users are added to the channel, they cannot see historical posts.

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  When using Service Cloud Swarming in Slack , one limitation is that new users added to a swarm channel cannot see historical messages that occurred before they joined. This behavior is based on Slack's privacy and data-access model.

  Swarming creates a new Slack channel or thread per case, enabling collaboration across departments, but message visibility for late joiners remains restricted.

  Option A is incorrect-swarm channels are private by default to protect case data.

  Option C is partially true (new channels are created for issues), but it is not the key consideration Salesforce identifies for planning purposes.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Service Cloud Swarming Enhancements in Slack. Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain. Salesforce Help: "Considerations for Using Swarming with Slack."

• Question 313:

  Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

  A. Remove formula fields from filter criteria.
  B. Remove unnecessary columns from the reports.
  C. Remove date boundaries from filter criteria.
  D. Remove dashboards based on long-running reports.
  A. Remove formula fields from filter criteria.

• Question 314:

  Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the consultant recommend to an agent who wants to launch a Slack Swarm?

  A. Escalation rules
  B. Apex trigger
  C. Quick Action
  C. Quick Action

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  For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.

• Question 315:

  Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

  A. Articles appearing in the Knowledge sidebar
  B. Products and assets associated to the case
  C. Knowledge articles attached to the case
  D. Contract details related to the entitlement
  C. Knowledge articles attached to the case

• Question 316:

  The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

  A. Verification of the production migration checklist
  B. Approval of test scripts from the business lead
  C. Verification that sample data has been loaded
  D. Fund customer approval on training materials
  B. Approval of test scripts from the business lead
  C. Verification that sample data has been loaded

• Question 317:

  The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

  A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
  B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
  C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
  D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
  C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

• Question 318:

  Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?

  A. Test
  B. Design
  C. Enablement
  B. Design

  ---

  Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.

• Question 319:

  Universal Containers is considering additional channels for its customers to communicate directly with customer support reps. Currently, customers are able to open support tickets through social media, web chat, phone, and SMS. In addition to Digital Engagement, what should a consultant recommend to meet the requirement?

  A. AppExchange
  B. Email-to-Case
  C. Inbox
  B. Email-to-Case

  ---

  Email-to-Case is a standard Salesforce Service Cloud feature that automatically converts customer emails into Case records. Since Universal Containers already uses social media, chat, phone, and SMS through Digital Engagement, adding Email-to-Case would complete a traditional multichannel service strategy by enabling customers to contact support through email.

  Option A (AppExchange) is a marketplace for solutions but not a direct communication channel.

  Option C (Salesforce Inbox) is designed for sales productivity and email integration for sales reps, not for customer support case creation.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Set Up Email-to-Case to Create Cases from Customer Emails."

  Salesforce Trailhead: "Route Customer Emails to Cases."

• Question 320:

  Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

  Which two features should a Consultant recommend? Choose 2 answers

  A. Configure LiveMessage
  B. Activate quick test
  C. Create quick actions
  D. Deploy Pre-Chat form
  B. Activate quick test
  D. Deploy Pre-Chat form