Certified Service Cloud Consultant Exam - Free Questions and Answers

Question 1 ( Exam A )

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

Answer : A

Question 2 ( Exam A )

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

Answer : A

Question 3 ( Exam A )

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.

Answer : D

Question 4 ( Exam A )

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

Answer : C

Question 5 ( Exam A )

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A. Standard Email-to-Case
B. Omni-Channel routing
C. Web-to-Case forms
D. On-Demand Email-to-Case