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Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SP23) Exam Practice Test

Salesforce Certified Service cloud consultant (SP23) Questions and Answers

Question 1

The cost of providing contact center support has steadily increased. Universal Containers

wants to take cost-saving measures.

What should the consultant recommend?

Options:

A.

Configure a self-service Knowledge Base.

B.

Configure Skills-Based Routing for service channels.

C.

Create auto-response templates for Case emails.

Question 2

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

Options:

A.

Web-to-Case

B.

Einstein Chat Bot

C.

Knowledge articles

Question 3

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?

Options:

A.

In-App Guidance

B.

Einstein Next Best Action

C.

Actions & Recommendations

Question 4

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?

Options:

A.

Escalation rules

B.

Apex trigger

C.

Quick Action

Question 5

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Options:

A.

Dashboard viewer

B.

Team leaders

C.

VP of service

Question 6

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Options:

A.

Set up escalation rules.

B.

Set up self-service Knowledge.

C.

Set up assignment rules and case queues.

Question 7

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.

What should UC do to address this situation?

Options:

A.

Measure and reward agents based on the number of new articles submitted for approval.

B.

Measure and reward agents based on the number of new articles approved for publication.

C.

Require agents to check a box on the case when submitting a new suggested article.

Question 8

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options:

A.

Path for Cases

B.

Escalation Rules

C.

Einstein Next Best Action

Question 9

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements

only or Entitlements plus Service Contracts is the correct solution.

Which question should the consultant ask to determine the preferred solution?

Options:

A.

Will customers access Knowledge articles through Experience Cloud?

B.

Is support provided on a periodic basis and renewed annually?

C.

Do multiple versions of the Entitlements need to be created and maintained?

Question 10

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Options:

A.

Enable Case Merge.

B.

Set up duplicate rules on Case.

C.

Create an autolaunched Flow,

Question 11

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of

the article file attachments were migrated.

How can a consultant migrate the file attachments?

Options:

A.

Use the Files Related List on each article to add files to the articles.

B.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

C.

Upload the files as Documents, then relate them to the migrated articles.

Question 12

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Options:

A.

Use Slack for Service for Case Swarming.

B.

Send Email Quick Action to loop in the stakeholders.

C.

Use child Cases to interact with the partner.

Question 13

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

Options:

A.

Use custom case assignment rules.

B.

Implement an Apex solution.

C.

Use a third-party app from AppExchange.

Question 14

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options:

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Question 15

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

Options:

A.

Use custom labels to manage quick text translations.

B.

Share a folder with quick text for each translation.

C.

Share each quick text individually to Public Groups.

Question 16

An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and

privacy regulations.

Which solution should the consultant recommend to meet the requirement?

Options:

A.

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B.

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C.

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Question 17

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options:

A.

Create a folder for each product line and share them with public groups.

B.

Set the organization-wide default to Private and create sharing rules to share them with roles.

C.

Add a permission set for Read access to the appropriate product line.

Question 18

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Options:

A.

Territory Rule

B.

Read-Only

C.

Private

Question 19

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

Options:

A.

Case auto-response rule

B.

OmniStudio

C.

Salesforce Chat

Question 20

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles

from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options:

A.

Change the HTML format first to support subfields.

B.

Create an HTML file for each rich text area field.

C.

Modify the import parameters to specify HTML encoding.

Question 21

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.

Which solution should the consultant recommend to meet the needs of the organization?

Options:

A.

Omni-Channel routing

B.

Case escalation

C.

Swarming

Question 22

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

Options:

A.

Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

B.

Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

C.

Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Question 23

Which advantage does Salesforce provide with the OpenCTI framework?

Options:

A.

Developers can Integrate with any telephony platform available with minimal need for customization.

B.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

C.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Question 24

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

Question 25

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The

company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

Options:

A.

Topics for objects

B.

Data Category groups

C.

Screen Flow

Question 26

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

Options:

A.

Standard Web-to-Case with assignment rules

B.

Omni-Channel with prioritized queues

C.

Standard Email-to-Case with assignment rules

Question 27

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options:

A.

Create sensitive data rules.

B.

Enable Assistance Flag Configuration setting.

C.

Create an IP blocking rule.

Question 28

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin

has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

Options:

A.

Use Data Loader periodically to assign these cases to a default owner.

B.

Create a case validation rule to ensure cases are owned by a user when closed.

C.

Create a case assignment rule to ensure cases are owned by a user when closed.

Question 29

Universal Containers has a well-defined support process for cases which includes the following statuses:

* New

* Assigned

* In Progress

* Waiting On Customer

* Closed

The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.

Which report type should the consultant consider when collecting data for the support manager?

Options:

A.

Case Lifecycle

B.

Cases with Milestones

C.

Case History

Question 30

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product

specialization?

Options:

A.

Create a data category for each product. Assign data categories to service agents.

B.

Create an article action for each record type. Assign record types to service agents.

C.

Create a permission set for each record type. Assign permissions to service agents.

Question 31

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that

are incorrectly associated with the account assigned on the case.

What should a consultant recommend to meet the requirements and help service agents?

Options:

A.

Enable lookup filters.

B.

Configure a Quick Action.

C.

Set OWD sharing to Private.

Question 32

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

Options:

A.

Create two custom mobile apps, one for Apple and the other for Android.

B.

Explain that community users can access the site through a web browser.

C.

Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

Question 33

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?

Options:

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.

Question 34

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only

have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

Options:

A.

Create a sharing rule for each division to provide access using the role hierarchy.

B.

Create a sharing rule for each division to provide access based on the article category.

C.

Create a single data category group for each division and provide access using the role hierarchy.

Question 35

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.

What should the consultant recommend?

Options:

A.

Enable and configure Swarming in Slack.

B.

Create a case team workspace in Slack.

C.

Configure a case notification Slackbot.

Question 36

Universal Containers (UC) wants to improve case management by assigning cases to agents

based on their relevant product specialization. UC also wants to automatically assign agents to the

next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?

Options:

A.

Use the most available routing model.

B.

Use Most Cases Closed report.

C.

Use the agents’ Presence Status.

Question 37

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.

How should the consultant display the data quickly?

Options:

A.

Create reports from Cases and display on a dashboard.

B.

Migrate the data to a data lake and request a dashboard.

C.

Use Einstein Analytics for Service Cloud,

Question 38

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.

What is the recommended feature to meet the requirements?

Options:

A.

Incident Management

B.

Workforce Engagement

C.

Field Service Management

Question 39

A consultant has been hired to integrate a client's phone system with Salesforce.

What should the consultant consider using for this integration?

Options:

A.

Service Cloud Call Center

B.

Lightning Dialer

C.

Service Cloud Softphone Layout

Question 40

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

Options:

A.

Email-to-Case

B.

Web-to-Case

C.

Slack Connect

Question 41

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?

Options:

A.

Create a Case Macro.

B.

Create a Validation Rule.

C.

Create an action on Case,

Question 42

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Options:

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

Question 43

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.

What should a consultant recommend?

Options:

A.

Add History to the Utility bar.

B.

Create a custom dashboard.

C.

Keep all cases open in tabs.

Question 44

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Options:

A.

Train on keyboard shortcuts.

B.

Prepare macros.

C.

Create multiple console layouts.

Question 45

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Question 46

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Options:

A.

Create queues with support agents and use assignment rules.

B.

Predefine case teams and use assignment rules.

C.

Configure Web-to-Case and use assignment rules,

Question 47

What is a common deflection technique to reduce the number of interactions for a contact center?

Options:

A.

Suggest articles for an Email-to-Case question.

B.

Recommend articles prior to a Chat session.

C.

Recommend articles during a call from a support agent.

Question 48

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Options:

A.

Experience Cloud with payment processing

B.

Einstein Bots with check processing

C.

Service Cloud Voice with Tele-pay

Question 49

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's

support offerings should be adjusted.

Which feature should the consultant recommend?

Options:

A.

Build a joined report.

B.

Build a dashboard.

C.

Build a custom report type.

Question 50

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

Options:

A.

Flow with notifications

B.

Reports and dashboards

C.

Approval process

Question 51

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

Options:

A.

Add the Knowledge object to global search objects.

B.

Add the Knowledge component on the case Lightning record page.

C.

Add the Knowledge related list to the case page layout.

Question 52

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

Options:

A.

Waterfall

B.

Hybrid

C.

Agile

Question 53

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

Options:

A.

Einstein Bots

B.

OmniStudio

C.

Messaging