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Salesforce Certified Service cloud consultant Sample Questions (Q18-Q23):

NEW QUESTION # 18
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

A. Case Skills-based Assignment Rules
B. Omni-channel Skills-based routing
C. Omni-channel Queue-based routing
D. Chat Queue-based routing

Answer: C

Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5

NEW QUESTION # 19
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?

A. OmniStudio
B. Messaging
C. Einstein Bots

Answer: B

Explanation:
To allow customers to send messages to agents in the Service Console via their preferred mobile app, the Messaging feature is recommended. This feature supports various messaging channels such as SMS, Facebook Messenger, and WhatsApp, enabling customers to communicate with service agents using their preferred platforms. The integration of Messaging with the Service Console provides agents with a unified interface for handling customer interactions across different messaging platforms.

NEW QUESTION # 20
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.
B. Configure Service Contracts.
C. Set up Milestones.
D. Create an Entitlement Process.

Answer: C,D

Explanation:
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 21
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

A. Define case escalation rules
B. Activate a validation rule
C. Create a Case Macro
D. Configure flow Builder /Process Builder

Answer: C

Explanation:
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

NEW QUESTION # 22
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?

A. Build a Screen Flow.
B. Configure a Visual Remote Assistant.
C. Create an Einstein Bot.

Answer: C

Explanation:
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.

NEW QUESTION # 23
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Valid Service-Cloud-Consultant Guide Files - 100% Service-Cloud-Consultant Exam Coverage

2025 100% Free Service-Cloud-Consultant –Professional 100% Free Valid Guide Files | 100% Salesforce Certified Service cloud consultant Exam Coverage

Salesforce Certified Service cloud consultant Sample Questions (Q18-Q23):

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