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Salesforce Certified Service Cloud Consultant Exam Actual Questions

The questions for Certified Service Cloud Consultant were last updated on Nov. 5, 2024.
  • Viewing page 1 out of 39 pages.
  • Viewing questions 1-4 out of 154 questions
 

Topic 1 - Exam A

Question #1 Topic 1

Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

  • A. On-Demand Email-to-Case
  • B. An AppExchange package
  • C. Web-to-Case
  • D. Email-to-Case
Reveal Solution Hide Solution   Discussion   2

Correct Answer: A 🗳️

Question #2 Topic 1

Which search mechanism should be used to find case comments from within the Lightning Service Console?

  • A. Global Search
  • B. Comments List View
  • C. Comment Search Component
  • D. Search Utility Component
Reveal Solution Hide Solution   Discussion  

Correct Answer: A 🗳️

Question #3 Topic 1

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time.
What approach should a consultant recommend to meet these requirements?

  • A. Use Process Builder with Scheduled Actions.
  • B. Enable Omni-Channel Routing.
  • C. Configure Case Escalation Rules.
  • D. Define Entitlements and Milestones.
Reveal Solution Hide Solution   Discussion  

Correct Answer: D 🗳️

Question #4 Topic 1

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?

  • A. Define separate Record Types for Tier 1 and Tier 2
  • B. Configure a Visual Flow Troubleshooting Action
  • C. Implement Lightning Guided Engagement
  • D. Enable Omni-Channel Case assignment
Reveal Solution Hide Solution   Discussion   1

Correct Answer: C 🗳️

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