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Salesforce Certified Service cloud consultant (SP23) Question and Answers

Salesforce Certified Service cloud consultant (SP23)

Last Update Mar 28, 2024
Total Questions : 177

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Questions 1

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.

Which approach should a consultant implement?

Options:

A.  

Establish Case Assignment rules.

B.  

Create a Flow with a scheduled path.

C.  

Configure Case Escalation rules.

Discussion 0
Questions 2

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

Options:

A.  

Entitlement processes, contract line items, milestone, and entitlements

B.  

Entitlement processes, milestones, milestone actions, and entitlements

C.  

Entitlement processes, contracts, contract line items, and entitlements

Discussion 0
Questions 3

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

Options:

A.  

Employee Community

B.  

Partner Experience site

C.  

Customer Experience site

Discussion 0
Questions 4

Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).

Additional requirements are listed below:

* Support attachments up to 25 MB per inquiry

* Under 2,500 inquiries per day

Which configuration solution should a consultant recommend to meet these requirements?

Options:

A.  

On-Demand Email-to-Case

B.  

Heroku Connect

C.  

Email-to-Case

Discussion 0
Questions 5

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.

Discussion 0
Questions 6

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles

have been attached to closed cases. A new product release will require changes to dozens of articles.

After revising the articles, CK wants to ensure that a prior article version stays associated with the

closed cases.

What is the recommended method to meet the requirements?

Options:

A.  

Add "updated" to the name of the new article.

B.  

Use Smart Link to Article to select the prior version.

C.  

Select the Flag as new version checkbox when publishing.

Discussion 0
Questions 7

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

Options:

A.  

Inform users that the only way to create articles is from the Knowledge component.

B.  

Enable Read/Write/Create permissions for Knowledge articles.

C.  

Add the Manage Salesforce Knowledge permission to the user's profile.

Discussion 0
Questions 8

Universal Containers has recently implemented an Experience Cloud site to allow its

customers to create and update their cases online. Customers should only be able to access the cases

where they are listed as the contact, including cases created by the their behalf. support team on

What should a consultant recommend to meet the requirement?

Options:

A.  

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

B.  

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

C.  

An organization-wide default of Public Read/Write on the Case object

Discussion 0
Questions 9

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.

Discussion 0
Questions 10

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the

relevant information more quickly.

Which feature should the consultant recommend?

Options:

A.  

Einstein Bots 27: B is correct answer

B.  

Einstein Article Recommendations

C.  

Einstein Reply Recommendations

Discussion 0
Questions 11

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

A.  

Web-to-Case

B.  

On-Demand Email-to-Case

C.  

Email-to-Case

Discussion 0
Questions 12

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from

the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

Options:

A.  

Identify and prioritize the requirements for the minimum viable product.

B.  

Prioritize the requirements based on the stakeholder who submitted them.

C.  

Prioritize the requirements based on requests from the regions.

Discussion 0
Questions 13

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Options:

A.  

Case report grouped by Call Center

B.  

Case History report grouped by Call Center

C.  

Dynamic Dashboard grouped by Call Center

Discussion 0
Questions 14

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Options:

A.  

Knowledge articles suggested by Einstein

B.  

Upcoming Milestones for the Case's Entitlement

C.  

Internal Chatter posts about the Case

Discussion 0
Questions 15

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.

Discussion 0
Questions 16

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,

Discussion 0
Questions 17

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Options:

A.  

Approval Processes

B.  

Support Types

C.  

Support Processes

Discussion 0
Questions 18

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

Discussion 0
Questions 19

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

Options:

A.  

Run a macro on each case.

B.  

Use a mass Quick Action.

C.  

Use a keyboard shortcut.

Discussion 0
Questions 20

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like

a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

Options:

A.  

Keyboard shortcuts

B.  

Quick text

C.  

Custom macros

Discussion 0
Questions 21

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,

Discussion 0
Questions 22

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

Discussion 0
Questions 23

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that

have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Options:

A.  

Einstein Next Best Action

B.  

Service Analytics Predictions

C.  

Visual Remote Assistant

Discussion 0
Questions 24

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

Options:

A.  

Use a change set.

B.  

Re-create them manually.

C.  

Use Salesforce Workbench.

Discussion 0
Questions 25

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

A.  

Click Publish after the Approval Process.

B.  

Set the status to Published fram the Knowledge approval page.

C.  

Set the final approval action to 'Lock the record for editing’.

Discussion 0
Questions 26

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

Discussion 0
Questions 27

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

Options:

A.  

Data Category Visibility of All Categories provides Public Read-Only access.

B.  

Data Category Visibility of Custom overrides organization-wide default sharing access.

C.  

Data Categories no longer control access to articles.

Discussion 0
Questions 28

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Options:

A.  

Create a batch integration process that runs hourly to pull all order updates into Salesforce

B.  

Create a dynamic action that launches the ERP system with a deep link to the order locator.

C.  

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Discussion 0
Questions 29

Cloud Kicks customers need a method to create cases without a login. Managers are

concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

Options:

A.  

On-Demand Email-to-Case Threading

B.  

Web-to-Case with Einstein Case Classification

C.  

Web-to-Case with reCAPTCHA enabled

Discussion 0
Questions 30

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

Discussion 0
Questions 31

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Options:

A.  

Open the relevant record being routed.

B.  

Debug Omni-Channel routing from Setup.

C.  

Open the Omni-Channel Supervisor tab.

Discussion 0
Questions 32

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Options:

A.  

Build a report on Products with Activities grouped by owner.

B.  

Create a Custom Report type with Activities as the primary object.

C.  

Customize the My Team's Calls This Week standard report.

Discussion 0
Questions 33

Universal Containers wants to help customers resolve issues by browsing Knowledge

articles and submitting a case if they need more Information.

What should the consultant recommend to meet the requirements?

Options:

A.  

Enable Chat in an Experience Cloud site.

B.  

Create a self-service help Center

C.  

Allow comments on Knowledge articles.

Discussion 0
Questions 34

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.

This includes providing access to job information such as benefits, internal job openings, and

mandatory employee training.

What should the consultant recommend to meet the requirements?

Options:

A.  

Trailhead

B.  

Einstein Next Best Action

C.  

Experience Cloud site

Discussion 0
Questions 35

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

Options:

A.  

Update the Approval Process to Auto-launch.

B.  

Create a Lightning Web Component action for Approval Process.

C.  

Create an autolaunched Flow.

Discussion 0
Questions 36

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

Discussion 0
Questions 37

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Options:

A.  

Implement Case Swarming.

B.  

Implement Einstein Bots.

C.  

Implement Skills-Based Routing.

Discussion 0
Questions 38

Cloud Kicks' development team must manage multiple projects that compete for limited

resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

Options:

A.  

Test

B.  

Design

C.  

Enablement

Discussion 0
Questions 39

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.

What should a consultant consider when moving these images into Salesforce Knowledge?

Options:

A.  

Add images to an HTML file.

B.  

Ensure each image is less than 25 M

B.  

C.  

Change all images to JPEG files.

Discussion 0
Questions 40

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key

performance indicators (KPIs) and product support planning within its Service organization. CK has at

least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has

yet to implement any Einstein Al products.

Which approach should the consultant recommend to start. Al efforts at CK?

Options:

A.  

Review and address Case data issues and set up Einstein Classification Apps.

B.  

Review and address Case data issues and set up Einstein Article Recommendations.

C.  

Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

Discussion 0
Questions 41

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level

agreements (SLAs).

Which feature should a consultant use to meet this request?

Options:

A.  

Service Contracts

B.  

Salesforce Survey

C.  

Entitlement process

Discussion 0
Questions 42

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.

What should the consultant recommend to prevent duplicate records from being created?

Options:

A.  

Configure and activate Duplicate Management.

B.  

Grant "View All Data" and instruct them to search.

C.  

Implement Apex triggers for Contact.

Discussion 0
Questions 43

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.

Discussion 0
Questions 44

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial

data are stored in other systems.

Which solution should a consultant recommend for integration?

Options:

A.  

Utilize Apex with integrated External Objects.

B.  

Utilize an AppExchange integration package.

C.  

Utilize MuleSoft to integrate the systems.

Discussion 0
Questions 45

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?

Discussion 0
Questions 46

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Options:

A.  

Skills-Based Routing

B.  

Capacity Model

C.  

Secondary Routing Priority

Discussion 0
Questions 47

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

How should the consultant recommend delivering a successful implementation?

Options:

A.  

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

B.  

Generate all of the requirements with UC executives and then develop the project schedule.

C.  

Finish all of the project requirements at once and deliver a complete solution.

Discussion 0
Questions 48

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

Discussion 0
Questions 49

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

Options:

A.  

Review Service Setup Assistant for Web-to-Case.

B.  

Review guidelines and limits for Web-to-Case.

C.  

Review Einstein Conversation Mining for Web-to-Case.

Discussion 0
Questions 50

A 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 efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

Options:

A.  

Macros

B.  

Global Quick Action

C.  

Quick text

Discussion 0
Questions 51

A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

Options:

A.  

Enable the Lightning Console.

B.  

Configure the CTI Adapter.

C.  

Add the utility bar to the app.

Discussion 0
Questions 52

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

Options:

A.  

Configure a Visual Remote Assistant.

B.  

Create an Einstein Bot.

C.  

Build a Screen Flow.

Discussion 0
Questions 53

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

Discussion 0