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Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SU24) Exam Practice Test

Page: 1 / 17
Total 174 questions

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 1

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

Options:

A.

Case teams

B.

Case swarms

C.

Account teams

Question 2

Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent

by customers from the chat window.

What should a consultant recommend?

Options:

A.

Ask the customer to send the PDF via email.

B.

Use File Preview in the chat.

C.

Download the PDFs from the chat.

Question 3

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

Options:

A.

The report must be used on a Dashboard.

B.

The report must have a standard Report Type.

C.

The report must contain a chart.

Question 4

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that

have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Options:

A.

Einstein Next Best Action

B.

Service Analytics Predictions

C.

Visual Remote Assistant

Question 5

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with

customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of

effort for configuring a standard Einstein for Service feature are from automating standard responses.

Which feature meets this requirement most effectively?

Options:

A.

Einstein Reply Recommendations

B.

Einstein Article Recommendations

C.

Einstein Case Wrap-Up

Question 6

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change

Management process to provide a foundation for its auditing and governance needs. CK also wants

interactive recommendations for every department during this process.

Besides implementing Incident Management and Service Cloud for Slack, what should a consultant

recommend for the full solution?

Options:

A.

Implement flow orchestration with Work Guides

B.

Implement a third-party app from AppExchange.

C.

Implement Guidance for Success and Knowledge articles.

Question 7

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Question 8

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?

Options:

A.

Use custom labels to manage quick text translations.

B.

Share a folder with quick text for each translation.

C.

Share each quick text individually to Public Groups.

Question 9

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to

meet changing customer expectations while also uplifting agent skill sets and organizational success.

In which order would a consultant work through a high-level discussion and planning session with

CK?

Options:

A.

Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B.

Gather organizational vision, map processes, plan for user feedback, and define metrics.

C.

Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Question 10

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

AppExchange package

C.

Web-to-Case

Question 11

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

Options:

A.

Reports and Dashboards

B.

Entitlements and Milestones

C.

Service Contracts

Question 12

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of

support and services has asked for additional system improvements to facilitate customer self-service.

What should the consultant recommend?

Options:

A.

Have customers search the Knowledge base for solutions.

B.

Provide a toll-free customer support phone number.

C.

Create an Experience Cloud site for customers.

Question 13

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

Options:

A.

Omni-Channel Analytics

B.

Omni-Channel Utility component

C.

Omni-Channel Supervisor tab

Question 14

Universal Containers has technical support and general customer service teams that use unique Service Console applications.

Which configuration should a consultant use when deploying the console?

Options:

A.

Assign the app to the User profile.

B.

Assign a permission set granting the Service User license.

C.

Assign the Service User license to their User record.

Question 15

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

A.

Web-to-Case

B.

On-Demand Email-to-Case

C.

Email-to-Case

Question 16

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

Options:

A.

Data Category Visibility of All Categories provides Public Read-Only access.

B.

Data Category Visibility of Custom overrides organization-wide default sharing access.

C.

Data Categories no longer control access to articles.

Question 17

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

Options:

A.

Configure a Visual Remote Assistant.

B.

Create an Einstein Bot.

C.

Build a Screen Flow.

Question 18

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial

data are stored in other systems.

Which solution should a consultant recommend for integration?

Options:

A.

Utilize Apex with integrated External Objects.

B.

Utilize an AppExchange integration package.

C.

Utilize MuleSoft to integrate the systems.

Question 19

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and

Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).

Which approach should a consultant recommend in this scenario?

Options:

A.

Assign a global team of experienced analysts to create a standard report template.

B.

Ask leadership, management, and agents in all regions to vote on the standard report template.

C.

Request that the VP of worldwide support design a standard report template to provide a clear vision,

Question 20

A company is planning for the migration of an existing external knowledge base into

Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?

Options:

A.

Original creation date and total number of article views in the last year

B.

Last modified date and terms searched frequently in the last year

C.

Last modified date and total number of article view in the last year

Question 21

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Options:

A.

Chat Supervisor tab and Whisper Messages

B.

Incident Management tab and Whisper Messages

C.

Omni-Channel Supervisor and Whisper Messages

Question 22

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

Options:

A.

Einstein Bots

B.

OmniStudio

C.

Messaging

Question 23

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

Options:

A.

It should be deployed with Experience Builder.

B.

It is incompatible with Einstein Bots.

C.

It should be routed via Omni-Channel,

Question 24

Universal Containers (UC) provides customer support for two separate business groups. UC

requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

Options:

A.

Omni-Channel

B.

Record Types

C.

Dynamic Forms

Question 25

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

Options:

A.

Create a dashboard using Reporting Snapshots.

B.

Create a dashboard for each support manager.

C.

Create a Dynamic Dashboard.

Question 26

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Options:

A.

Create a batch integration process that runs hourly to pull all order updates into Salesforce

B.

Create a dynamic action that launches the ERP system with a deep link to the order locator.

C.

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Question 27

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.

Which primary object should a consultant select to create a new Omni-Channel report type?

Options:

A.

Agent Detail

B.

Agent Work

C.

Assigned Work

Question 28

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right

knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure Omni-Channel Skills-based Routing.

B.

Configure Case Assignment rule and Omni-Channel Supervisor.

C.

Configure Omni-Channel Queue-Based Routing.

Question 29

How should a consultant configure a report that shows the average number of days that Cases stay open?

Options:

A.

Create a formula field on Case to calculate the average age.

B.

Create a report snapshot of the number of open Cases each day.

C.

Use the standard Case age field on the resort.

Question 30

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?

Options:

A.

Social media

B.

Messaging apps

C.

Salesforce Knowledge

Question 31

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Options:

A.

Approval Processes

B.

Support Types

C.

Support Processes

Question 32

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles

from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options:

A.

Change the HTML format first to support subfields.

B.

Create an HTML file for each rich text area field.

C.

Modify the import parameters to specify HTML encoding.

Question 33

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.

How should the consultant display the data quickly?

Options:

A.

Create reports from Cases and display on a dashboard.

B.

Migrate the data to a data lake and request a dashboard.

C.

Use Einstein Analytics for Service Cloud,

Question 34

Which advantage does Salesforce provide with the OpenCTI framework?

Options:

A.

Developers can Integrate with any telephony platform available with minimal need for customization.

B.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

C.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Question 35

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

Options:

A.

Customize Intents using Einstein Chatbots.

B.

Customize the Lightning Console chat page.

C.

Customize the pre-chat form.

Question 36

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?

Options:

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.

Question 37

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

A.

Click Publish after the Approval Process.

B.

Set the status to Published fram the Knowledge approval page.

C.

Set the final approval action to 'Lock the record for editing’.

Question 38

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Options:

A.

Experience Cloud with payment processing

B.

Einstein Bots with check processing

C.

Service Cloud Voice with Tele-pay

Question 39

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

Question 40

An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and

privacy regulations.

Which solution should the consultant recommend to meet the requirement?

Options:

A.

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B.

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C.

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Question 41

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Options:

A.

Create queues with support agents and use assignment rules.

B.

Predefine case teams and use assignment rules.

C.

Configure Web-to-Case and use assignment rules,

Question 42

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles

have been attached to closed cases. A new product release will require changes to dozens of articles.

After revising the articles, CK wants to ensure that a prior article version stays associated with the

closed cases.

What is the recommended method to meet the requirements?

Options:

A.

Add "updated" to the name of the new article.

B.

Use Smart Link to Article to select the prior version.

C.

Select the Flag as new version checkbox when publishing.

Question 43

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

Options:

A.

Macros

B.

Global Quick Action

C.

Quick text

Question 44

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Options:

A.

Dashboard viewer

B.

Team leaders

C.

VP of service

Question 45

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

Options:

A.

Add the Knowledge object to global search objects.

B.

Add the Knowledge component on the case Lightning record page.

C.

Add the Knowledge related list to the case page layout.

Question 46

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.

This includes providing access to job information such as benefits, internal job openings, and

mandatory employee training.

What should the consultant recommend to meet the requirements?

Options:

A.

Trailhead

B.

Einstein Next Best Action

C.

Experience Cloud site

Question 47

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Options:

A.

Slack Connect

B.

Service GPT

C.

Einstein Bots

Question 48

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

Options:

A.

Reduced administrative overhead

B.

Reduced need for self-service

C.

Reduced issue resolution time

Question 49

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

Options:

A.

Standard Web-to-Case with assignment rules

B.

Omni-Channel with prioritized queues

C.

Standard Email-to-Case with assignment rules

Question 50

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

Options:

A.

Omni-Channel Routing

B.

Milestones & Entitlements processes

C.

Case Assignment rules

Question 51

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the

relevant information more quickly.

Which feature should the consultant recommend?

Options:

A.

Einstein Bots 27: B is correct answer

B.

Einstein Article Recommendations

C.

Einstein Reply Recommendations

Question 52

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to

incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

Options:

A.

Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B.

Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C.

Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Question 53

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

Chat with an agent

C.

Knowledge base

Page: 1 / 17
Total 174 questions