Free Practice Salesforce Service-Cloud-Consultant Exam Questions 2025

Stay ahead with 100% Free Salesforce Certified Service cloud consultant (WI25) Service-Cloud-Consultant Dumps Practice Questions

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Total 261 Questions | Updated On: Jan 27, 2025

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Question 1

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

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

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

Answer: B

Question 2

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

A : Enable Work Orders.

B : Create an Entitlement Process.

C : Set up Milestones.

D : Configure Service Contracts.

Answer: B,C

Question 3

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

A : Create a blocking rule.

B : Enable Assistance Flag Configuration setting.

C : Create sensitive data rules.

D : Enable Sneak Peek Configuration setting.

Answer: D

Question 4

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

A : The report is shared with a Chatter Group.

B : The report contains a chart.

C : The report has a standard Report Type.

D : The report is a Summary or Matrix report.

E : The report chart is added to the Page Layout.

Answer: A,B,D

Question 5

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Page: 1 / 53

Total 261 Questions | Updated On: Jan 27, 2025

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