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Service-Cloud-Consultant Practice Test

Whether you're a beginner or brushing up on skills, our Service-Cloud-Consultant practice exam is your key to success. Our comprehensive question bank covers all key topics, ensuring you’re fully prepared.


Page 8 out of 36 Pages

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?


A. Email-to-Case


B. AppExchange package


C. Web-to-Case





The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?


A. Set up analytical snapshots to capture key case Information and create historical trending reports.


B. Create reports to analyze data in order to understand peak times and ensure adequate.


C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.





Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?


A. Email-to-Case


B. deg -Demand Email-to-Case


C. Email relay





To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?


A. Add the Knowledge tab to the Service Console.


B. Add the Knowledge component to the Case record page.


C. Add the Knowledge related list to the Case record page.





Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?


A. Einstein Bots


B. Messaging for Web


C. AppExchange package






Page 8 out of 36 Pages
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