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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

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?

A. Update the Approval Process to Auto-launch.

B. Create a Lightning Web Component action for Approval Process.

C. Create an autolaunched Flow.

Answer

C. Create an autolaunched Flow.

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Question # 2

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Change Sets

B. Mass Transfer Records

C. Data Import Wizard

D. Data Loader

Answer

A. Change Sets
D. Data Loader

Explanation: Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities.
Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview

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Question # 3

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

A. Create an auto-response rule that links to Knowledge articles.

B. Create a Macro to send an email with Knowledge articles.

C. Set up the Case Deflection component to share Knowledge articles.

Answer

B. Create a Macro to send an email with Knowledge articles.

Explanation: To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

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Question # 4

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

A. Develop custom Knowledge reports and dashboards.

B. Create a review board to evaluate and manage Knowledge articles.

C. Install the Knowledge Base Dashboards & Reports AppExchange package.

Answer

C. Install the Knowledge Base Dashboards & Reports AppExchange package.

Explanation: To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards & Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.

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Question # 5

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?

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

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

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

Answer

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

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