Welcome to ExamTopics
ExamTopics Logo
- Expert Verified, Online, Free.
Mail Us [email protected]
Menu
sale

Want to Unlock All Questions for this Exam?

Full Exam Access, Discussions, No Robots Checks

27
Students signed up in the last 24H

Salesforce Certified Service Cloud Consultant Exam Actual Questions

The questions for Certified Service Cloud Consultant were last updated on April 24, 2024.
  • Viewing page 1 out of 39 pages.
  • Viewing questions 1-4 out of 163 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   1

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   3

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   2

Correct Answer: C 🗳️

Next Questions

Get IT Certification

Unlock free, top-quality video courses on ExamTopics with a simple registration. Elevate your learning journey with our expertly curated content. Register now to access a diverse range of educational resources designed for your success. Start learning today with ExamTopics!

Start Learning for free
Community vote distribution
A (35%)
C (25%)
B (20%)
Other
Most Voted
A voting comment increases the vote count for the chosen answer by one.

Upvoting a comment with a selected answer will also increase the vote count towards that answer by one. So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.

SaveCancel