Service-Cloud-Consultant Practice Online

Question 1

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 2

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers

A : Simplify the interactive voice response (IVR) tree.

B : Set up Email-to-Case.

C : Use Assignment rules and case queues.

D : Add additional agents to lower average hold time.

Answer: A,B

Question 3

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

A : Prioritize the requirements based on who submitted them.

B : Identify the requirements needed for initial GoLive.

C : Provide a timeline that addresses all the requirements.

D : Organize the requirements from largest to smallest.

Answer: B

Question 4

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A

Question 5

Universal Containers wants to implement a customer service community.

The goal of the community is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

A : Create a sharing rule to share the contact record with the community member.

B : Change the org-wide default for cases and contacts internal access to private.

C : Set up a sharing set to grant access based on the community member's contact record.

D : Update the case assignment rule to add the community member to the predefined case team.

Answer: C

Name:	Salesforce Certified Service cloud consultant (WI25)
Exam Code:	Service-Cloud-Consultant
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Mar 12, 2025

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