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Salesforce Certified Service Cloud Consultant Sample Questions:

1. What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A) It should be deployed with Experience Builder.
B) It should be routed via Omni-Channel,
C) It is incompatible with Einstein Bots.

2. Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?

A) Social media
B) Messaging apps
C) Salesforce Knowledge

3. 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?

A) Enable Chat in an Experience Cloud site.
B) Create a self-service help Center
C) Allow comments on Knowledge articles.

4. Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?

A) Share each quick text individually to Public Groups.
B) Share a folder with quick text for each translation.
C) Use custom labels to manage quick text translations.

5. The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

A) Chat with an agent
B) Knowledge base
C) Email-to-Case

Solutions: