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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 351:

  A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

  A. Last modified date and frequent search terms
  B. Last modified date and number of recent article views
  C. Original creation date and average rating of articles
  D. Original creation date and total number of article views
  B. Last modified date and number of recent article views

• Question 352:

  Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

  A. Enable templates for written responses.
  B. Increase the number of agents.
  C. Improve the agent interface.
  D. Employ surveys to confirm customer satisfaction.
  A. Enable templates for written responses.
  D. Employ surveys to confirm customer satisfaction.

• Question 353:

  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
  A. Number of article votes

• Question 354:

  Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to meet these requirements?

  A. Case teams
  B. Case swarms
  C. Account teams
  A. Case teams

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  Case teams in Salesforce allow for collaborative case management by enabling a group of users to work on cases together. By using case teams, Universal Containers can specify which users have access to cases based on the Product Type field. Additionally, workflow rules or process builders can be configured to send emails to case team members when a case is created or closed, ensuring that only those with access to the case are notified, thus meeting the requirements.

• Question 355:

  Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. What should the consultant keep in mind when working on this report type?

  A. The Data Type and New Value fields are available for viewing only.
  B. The User and New Value fields are available for viewing only.
  C. The Old Value and New Value fields are available for viewing only.
  C. The Old Value and New Value fields are available for viewing only.

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  In a Case History report, Salesforce tracks field changes for any fields that have field history tracking enabled. For each tracked field, the Old Value and New Value are recorded, providing an audit trail of how and when data changed. These two fields - Old Value and New Value - are available for viewing only and cannot be edited or updated.

  This report helps service managers analyze how cases evolve over time and identify process bottlenecks or data integrity issues.

  Option A is incorrect because "Data Type" is not a tracked field in history reports.

  Option B is incorrect because the "User" field (who made the change) is editable in user management, not view-only within this report type.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain. Salesforce Help: "Case History Reports and Field History Tracking Behavior." Salesforce Trailhead: "Track Field History for Auditing and Reporting."

• Question 356:

  Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

  A. Process Builder Scheduled Actions
  B. Time-based Workflow Rules
  C. Scheduled Reports
  D. Milestone Actions
  C. Scheduled Reports

• Question 357:

  Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production. Which environment type should the consultant recommend?

  A. Partial Copy Sandbox
  B. Full copy sandbox
  C. Developer Pro Sandbox
  B. Full copy sandbox

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  A Full Copy Sandbox is a complete replica of a production environment, containing both metadata and all data records. It is the most appropriate environment for conducting extended User Acceptance Testing (UAT), especially when real-world data and scenarios need to be validated over an extended period like 60 days.

  This sandbox type supports thorough testing of configurations, integrations, and customizations under conditions that mirror live operations. Business users benefit from working with a familiar data set, reducing surprises during go-live. It is superior to Developer or Partial Copy Sandboxes for full-system validation.

  References: https://help.salesforce.com/s/articleView?id=sf.data_sandbox_types.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.sandbox_create.htmandtype=5

• Question 358:

  Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

  A. Chatter groups for customer
  B. Mobile access to case information
  C. Visibility into service entitlements
  D. Predictive dialer for outbound calls
  B. Mobile access to case information
  C. Visibility into service entitlements

• Question 359:

  The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

  A. Automatic Call Distributor
  B. Private Branch Exchange
  C. Interactive Voice Response
  D. Time and Attendance
  C. Interactive Voice Response

• Question 360:

  Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.

  Which two features requires Service Cloud?

  A. Open multiple case records as tabs and sub tabs
  B. Unique page layouts for each Case Record Type
  C. Utility Bar
  D. Access to Knowledge Articles
  B. Unique page layouts for each Case Record Type
  D. Access to Knowledge Articles