Get Latest Oct-2025 Conduct effective penetration tests using ExamsTorrent Service-Cloud-Consultant exam [Q16-Q35]

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Get Latest [Oct-2025] Conduct effective penetration tests using ExamsTorrent Service-Cloud-Consultant

Penetration testers simulate Service-Cloud-Consultant exam PDF

To earn the Salesforce Service-Cloud-Consultant Certification, candidates must pass a 60-question multiple-choice exam that tests their knowledge of the Salesforce Service Cloud platform. Service-Cloud-Consultant exam covers topics such as case management, knowledge management, service console customization, integration with third-party systems, and analytics. Candidates are also required to have practical experience in implementing and managing customer service solutions using the Salesforce platform. Salesforce Certified Service cloud consultant certification is valid for two years, and candidates must maintain their certification by completing maintenance modules and passing a maintenance exam every two years. Achieving the Salesforce Service-Cloud-Consultant Certification is a valuable asset for professionals who want to advance their careers in the Salesforce ecosystem and demonstrate their expertise in implementing customer service solutions on the Salesforce platform.

Q16. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

Q17. 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?

OmniStudio

Messaging

Einstein Bots

Q18. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

Partner Community Login

High Volume Customer Portal

Customer Community Login

Service Cloud Portal

Q19. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

Q20. Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?

Enable the list to be pinned in the console. This allows users to view the list alongside the case view in
the console

Build a customer visual force page with the list view and assign it to the console sidebar.

Configure the case list under custom console components so users can view the list view along with the
case view

Recommend opening the case list view in a separate browser tab and use the window alongside the case
view

Q21. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

Q22. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report
structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst
build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and
reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and
tandardization.

Q23. 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.
Which approach should the consultant recommend to start AI efforts at CK?

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

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

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

Q24. 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?

Einstein Bots

OmniStudio

Messaging

Q25. universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

Q26. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

Q27. Which search mechanism should be used to find case comments from within the lightning service console?

Search utility component

Comment search component

Comments list view

Global search

Q28. A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

Q29. Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

Case teams

Case swarms

Account teams

Q30. A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

Use Omni-Channel Supervisor to monitor agents’ chat sessions.

Use an Einstein Bots Chat to handle common issues.

Use skills-based routing in Salesforce Messaging.

Use Einstein Chat Insight to identify areas to improve.

Q31. Which three are characteristics of Visual Workflow? Choose 3 answers

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

Q32. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

Publish ongoing updates to the community knowledge base with details about the upgrade.

Communicate information about the upgrade to customers in advance.

Send routine status updates to customers via Chatter during the upgrade.

Replace the default outage page with a custom page containing upgrade information.

Notify customers once the upgrade is completed and full services are restored.

Q33. Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Escalation rules

Quick Action

Apex trigger

Q34. Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

Q35. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work in the customer service industry and are looking to specialize in Salesforce’s Service Cloud platform. Service-Cloud-Consultant exam is intended for individuals who have experience with Salesforce and are looking to obtain the Salesforce Certified Service Cloud Consultant certification. Service-Cloud-Consultant exam covers a wide range of topics, including service cloud automation, customer management, and service analytics.

Tested Material Used To Service-Cloud-Consultant Test Engine: https://www.examstorrent.com/Service-Cloud-Consultant-exam-dumps-torrent.html

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