Certified Service Cloud Consultant Exam - Free Salesforce Questions and Answers

Question #11 (Topic: Exam A)

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Visual Workflow, data loader, and Force.com IDE B. Data loader, change sets, and Force.com Excel Connector C. Mass Transfer Records, change sets, and Visual Studio Code D. Visual Studio Code and change sets

Answer: D

Question #12 (Topic: Exam A)

Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.)

A. Knowledge Action to Publish an Article once the Article is approved. B. Data Category to assign an article record type to a Reviewer. C. Approval Process that assigns an Article to a Reviewer Queue. D. Validation Rules for article record types to verify all fields during creation.

Answer: BC

Question #13 (Topic: Exam A)

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Add History to the Utility bar. B. Define a custom List View. C. Use a second Console session. D. Keep all Case open in tabs.

Answer: A

Question #14 (Topic: Exam A)

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Update the case assignment rule to add the site member to the predefined case team. B. Change the org-wide default for cases and contacts internal access to private. C. Create a sharing rule to share the contact record with the site member. D. Set up a sharing set to grant access based on the site member's contact record.

Answer: D

Question #15 (Topic: Exam A)

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

A. Create a Lightning email template to send the article to the customer. B. Create a workflow email alert to send the article to the customer. C. Create a macro to send an email with the article to the customer. D. Create an auto-response rule to send the article to the customer.

Answer: C

Salesforce Certified Service Cloud Consultant - Salesforce Certified Service Cloud Consultant Exam