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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 331:

  Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?

  A. Web-to-Case
  B. Outlook Integration
  C. Email-to-Case
  D. On-Demand Email-to-Case
  C. Email-to-Case

• Question 332:

  For which purpose should a contact center use visual workflow?

  A. To escalate a case to the support manager if it has been open for more than 72 hours.
  B. To automatically assign cases to a specific queue based on the customer support level.
  C. To assign follow-up tasks to an agent one week after a case is closed.
  D. To automate business processes for agents who troubleshoot customer support issues via phone.
  D. To automate business processes for agents who troubleshoot customer support issues via phone.

• Question 333:

  UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

  A. Track social sentiment across social media outlets
  B. Improve the training provided to existing agents
  C. Hire more agents for the contact centers
  D. Configure entitlements and milestones to enforce SLAs
  B. Improve the training provided to existing agents
  C. Hire more agents for the contact centers

• Question 334:

  Which of the following utilize the "Automated Case User" (Choose 3 answers):

  A. When a case is automatically assigned using assignment rules this user is listed in the case history
  B. When an email notification is triggered via workflow this user is listed in the case history
  C. When a case is escalated this user is listed in the case history
  D. When a case is created via Web-To-Case this user is listed in the case history
  E. When a case is created via Email-To-Case this user is assigned as the case owner
  A. When a case is automatically assigned using assignment rules this user is listed in the case history
  C. When a case is escalated this user is listed in the case history
  D. When a case is created via Web-To-Case this user is listed in the case history

• Question 335:

  Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. Which solution should a consultant recommend to meet this requirement?

  A. Use auto-response rules to send an email to the customer.
  B. Use Escalation Rules to assign the case to a case queue.
  C. Use Flow Builder to send an email to the customer.
  C. Use Flow Builder to send an email to the customer.

  ---

  To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction.

• Question 336:

  A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

  A. Follow the SMEs to receive automatic updates when they add case comments
  B. Bookmark all the comments related to the issue from SMEs
  C. Use hashtag (#) to track the customer case and SMEs comments
  D. @mention the SMEs on the case Chatter feed and follow the case
  D. @mention the SMEs on the case Chatter feed and follow the case

• Question 337:

  A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend?

  A. Define data categories with custom visibility.
  B. Define article types with public sharing settings.
  C. Define topics for each knowledge article.
  D. Define a custom field to identify the subject.
  A. Define data categories with custom visibility.
  B. Define article types with public sharing settings.
  D. Define a custom field to identify the subject.

• Question 338:

  Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

  A. The specific Quick Action must be added to the Case Feed.
  B. Global Actions need to be on the publisher layout.
  C. The specific Quick Action must be added to the Case record page.
  D. Quick Actions must be enabled in the org.
  A. The specific Quick Action must be added to the Case Feed.
  C. The specific Quick Action must be added to the Case record page.

• Question 339:

  Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently. How can the Support Manager meet these requirements?

  A. Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.
  B. Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.
  C. Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.
  A. Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

  ---

  According to Salesforce Implementation Best Practices , for complex Service Cloud rollouts (including Case, Knowledge, and Omni-Channel), the optimal approach is to:

  Conduct role-based, hands-on training focused on real-life scenarios.

  Use a phased rollout strategy , starting with a pilot group to collect feedback and refine processes before full deployment.

  This minimizes disruption, builds confidence, and supports adoption across varying skill levels.

  Option B and C lack structure, training depth, and change management alignment.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Implementation Strategies Domain.

  Salesforce Help: "Plan User Enablement and Phased Rollouts."

  Salesforce Project Delivery Framework ?Adoption and Training Best Practices.

• Question 340:

  Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?

  A. In-App Guidance
  B. Einstein Next Best Action
  C. Actions and Recommendations
  B. Einstein Next Best Action

  ---

  To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.