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Guide for Salesforce Certified Service Cloud Consultant

Quiz Salesforce Certified Service Cloud Consultant

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/ 10

Quiz

1/10
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?
Select the answer
1 correct answer
A.
Case report grouped by Call Center
B.
Case History report grouped by Call Center
C.
Dynamic Dashboard grouped by Call Center

Quiz

2/10
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?
Select the answer
1 correct answer
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.

Quiz

3/10
A service agent is in a messaging session with a customer. The customer abruptly stops responding
after 30 minutes.
What should the agent do next?
Select the answer
1 correct answer
A.
End the messaging session with the customer.
B.
Mark the messaging session as customer Inactive.
C.
Leave the messaging session with the customer open.

Quiz

4/10
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?
Select the answer
1 correct answer
A.
Utilize Apex with integrated External Objects.
B.
Utilize an AppExchange integration package.
C.
Utilize MuleSoft to integrate the systems.

Quiz

5/10
Universal Containers has implemented Service Cloud. The company needs key performance
indicators (KPIs) to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center
costs?
Select the answer
1 correct answer
A.
All Cases by Customer
B.
All Open Cases by Priority
C.
Case Resolution Time

Quiz

6/10
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software
engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
Select the answer
1 correct answer
A.
Create a new Case record type.
B.
Enable Feed Tracking.
C.
Install an AppExchange app.

Quiz

7/10
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?
Select the answer
1 correct answer
A.
Update the Approval Process to Auto-launch.
B.
Create a Lightning Web Component action for Approval Process.
C.
Create an autolaunched Flow.

Quiz

8/10
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?
Select the answer
1 correct answer
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.

Quiz

9/10
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and
multiple subtabs for the Case, Contact, and
Service Contract. Service agents would like to share links to recently opened subtabs with other users
to collaborate on cases.
What should a consultant recommend to meet the requirements?
Select the answer
1 correct answer
A.
Add the Account object to Recent Items utility.
B.
Include the History utility in the console app.
C.
Mention the case number in a Chatter group.

Quiz

10/10
Universal Containers case managers receive a high volume of new cases daily and would like to
improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly
across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
Select the answer
1 correct answer
A.
Implement Einstein Article Recommendations.
B.
Implement Skills-Based Routing.
C.
Implement Queue-Based Routing
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