[Oct 21, 2026] Service-Cloud-Consultant PDF Dumps is essential on your Service-Cloud-Consultant Exam Questions Certain Success! [Q49-Q70]

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[Oct 21, 2026] Service-Cloud-Consultant PDF Dumps is essential on your Service-Cloud-Consultant Exam Questions Certain Success!

Service-Cloud-Consultant PDF Questions – Perfect Prospect To Go With Service-Cloud-Consultant Practice Exam

How much Service-Cloud-Consultant Exam Cost

The price of the Service-Cloud-Consultant exam is $200 USD.

Salesforce Service-Cloud-Consultant certification is highly valued in the job market as it demonstrates the candidate’s expertise in Service Cloud solutions. Salesforce Certified Service cloud consultant certification is beneficial for professionals working in customer service, sales, marketing, and IT departments. Salesforce certified consultants are in high demand as companies are increasingly adopting Salesforce technology to manage their customer relationships.

NEW QUESTION 49
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?

Approve articles from the Knowledge approval page to Publish.

Set the final approval action to “Lock the record for editing”.

Agents must click Publish after the Approval Process.

The Approval Process will automatically Publish.

NEW QUESTION 50
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

NEW QUESTION 51
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

Auto-Response Rules

Escalation Rules

Entitlements and Milestones

NEW QUESTION 52
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

Self-service deflects easy cases, leaving more complex cases for agents.

Customers are spending additional time searching for answers.

Agents do not have access to the same Knowledge articles as customers.

Customers must spend additional time registering for the portal.

NEW QUESTION 53
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

Chat Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

NEW QUESTION 54
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?

Macros

Quick action

Flow

NEW QUESTION 55
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

NEW QUESTION 56
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

Reduced first contact resolution

NEW QUESTION 57
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 support team on their behalf.
What should a consultant recommend to meet the requirement?

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

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

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

NEW QUESTION 58
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

NEW QUESTION 59
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

NEW QUESTION 60
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

Develop a globally-shared macro to create a new article.

Use a trigger to automatically create a new article.

Create a Quick Action to map case fields to a new article

NEW QUESTION 61
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

NEW QUESTION 62
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

Set a validation rule

Enable Case Merge.

Configuration a blocking duplicate rule

Create an auto-launched flow.

NEW QUESTION 63
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CSV.

NEW QUESTION 64
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

NEW QUESTION 65
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) 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 AI products.

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

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

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

NEW QUESTION 66
Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

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

Set up a Salesforce Customer Community that will allow customers to create cases online.

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

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

NEW QUESTION 67
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
lobal data protection and privacy regulations.
Vhich solution should the consultant recommend to meet the requirement?

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.

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

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

NEW QUESTION 68
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?

Standard Email-to-Case with assignment rules

Lightning Email with web routing prioritization

Omni-Channel with prioritized queues

Standard Web-to-Case with assignment rules

NEW QUESTION 69
Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should be able to see which service reps are online, their current presence status, how long they’ve been logged in, and their capacity utilization for both primary and interruptible work.
Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?

The Service Reps tab and All Agents subtab

The Wallboard tab with actionable items

The Assigned Work tab and Work Summary view

NEW QUESTION 70
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

Web-to-Case

Outlook Integration

Email-to-Case

On-Demand Email-to-Case

Salesforce Service-Cloud-Consultant certification exam consists of 60 multiple-choice questions that are required to be completed within 105 minutes. Service-Cloud-Consultant exam is proctored online and can be taken from anywhere. The topics covered in the exam include Service Cloud functionality, designing and implementing Service Cloud solutions, and identifying industry best practices. Candidates are also tested on their knowledge of the Salesforce platform, including workflows, automation, and data management.

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