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: Feb 12, 2025

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Question 1

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 2

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

Question 3

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A : CTI Adapter configuration

B : Lightning Console enablement

C : Call Center Definition File creation

D : Service Console case creation configuration

Answer: A,C

Question 4

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 5

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A : set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B : Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C : Deliver the entire project simultaneously so as to present UC with a completed solution.

D : Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Answer: B

Page: 1 / 53

Total 261 Questions | Updated On: Feb 12, 2025

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