Certified Service Cloud Consultant — Free Practice Questions
10 free sample questions from a bank of 70, with the correct answers and explanations. No signup required — start practising right now.
1Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
On-Demand Email-to-Case
An AppExchange package
Web-to-Case
Email-to-Case
Answer: A
2Universal Containers would like for article links to be shareable to different channels for social interactions.
Which solution should a consultant recommend?
Set up Insert Article into Social post and enable the customer portal.
Set up communication channel layouts in the object manager to use Insert Article into Social post.
Create a Visualforce page on the customer portal.
Create a Chatter group and invite the customer to join with an external chatter user.
Answer: A
3Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? (Choose three.)
Article numbers change during migration.
Visualforce pages refer to Classical article types.
Each article must be associated to a record type.
Attachments and .html files in Classic Knowledge are moved to the Files object.
Approval process history migrate to Lightning Knowledge.
Answer:
4After 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?
Add Authors to the FAQ Data Category.
Set Articles Org Wide Default to Public ReadWrite.
Grant Authors access to the FAQ record type.
Grant Authors access to the FAQ article type.
Answer: C
5Agents 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?
Activate a Validation Rule
Define Case Escalation Rules
Create a Case Macro
Configure Process builder
Answer: C
6Cloud Kicks (CK) has a service performance dashboard to manage its entire support organization. Now, CK would like to understand performance from different perspectives, such as by product line or case close date quarter.
What is the recommended solution to meet the requirements?
Ensure View All Data is not assigned to users.
Use a Dynamic Dashboard based on running user.
Configure a dashboard refresh schedule.
Add multiple Dashboard Filters.
Answer: D
7Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process? (Choose two.)
Outbound Sales Dialer
Quick Action
History Utility
Macros
Answer:
8A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Cloud features that work together to improve the process? (Choose two.)
Global Quick Action
Email Templates
Macros
Quick Text
Answer:
9Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution.
What is the recommended report change to meet the requirements?
Filter on Status equals Closed Resolved
Filter where Date/Time Opened equals Created Date
Filter where Closed Date equals Created Date
Filter on Closed When Created equals true
Answer: B
10Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
Visual Workflow, data loader, and Force.com IDE
Data loader, change sets, and Force.com Excel Connector
Mass Transfer Records, change sets, and Visual Studio Code