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  3. SERVICE-CLOUD-CONSULTANT

Salesforce SERVICE-CLOUD-CONSULTANT Exam (page: 7)
Salesforce Certified Service Cloud Consultant
Updated on: 24-Mar-2026

Viewing Page 7 of 41
SERVICE-CLOUD-CONSULTANT PDF 306 Questions

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?

  1. Email-to-Case
  2. web-to-Case
  3. An AppExchange package
  4. On-Demand Email-to-Case

Answer(s): D



Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

  1. Implement Field Service Lightning.
  2. Integrate with an enterprise resource planning system.
  3. Develop and publish a knowledge management system
  4. Configure Visual Flows on Salesforce mobile.

Answer(s): A



Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

  1. Create separate data category groups for each division and assign the category to a division profile.
  2. Create a sharing rule for each division to provide access using the role hierarchy.
  3. Create a sharing rule for each division to provide access based on criteria of the article.
  4. Create a single data category group for each division and provide access using the role hierarchy.

Answer(s): D



Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

  1. Simplify the interactive voice response (IVR) tree.
  2. Set up Email-to-Case.
  3. Use Assignment rules and case queues.
  4. Add additional agents to lower average hold time.

Answer(s): A,D



Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

  1. Select Flag as new version' checkbox when publishing.
  2. Use Smart Link to Article to select the prior version.
  3. Enable Knowledge User for Service Agents.
  4. Use the Clone option to create a new article.

Answer(s): B



Viewing Page 7 of 41



Share your comments for Salesforce SERVICE-CLOUD-CONSULTANT exam with other users:

Muhammad Rawish Siddiqui 12/2/2023 5:28:00 AM

"cost of replacing data if it were lost" is also correct.
SAUDI ARABIA


Anonymous 7/14/2023 3:17:00 AM

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UNITED STATES


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good questions
UNITED KINGDOM


Elie Abou Chrouch 12/11/2023 3:38:00 AM

question 182 - correct answer is d. ethernet frame length is 64 - 1518b. length of user data containing is that frame: 46 - 1500b.
Anonymous


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Anonymous


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UNITED STATES


ethiopia 8/2/2023 2:18:00 AM

seems good..
ETHIOPIA


whoAreWeReally 12/19/2023 8:29:00 PM

took the test last week, i did have about 15 - 20 word for word from this site on the test. (only was able to cram 600 of the questions from this site so maybe more were there i didnt review) had 4 labs, bgp, lacp, vrf with tunnels and actually had to skip a lab due to time. lots of automation syntax questions.
EUROPEAN UNION


vs 9/2/2023 12:19:00 PM

no comments
Anonymous


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Anonymous


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Anonymous


Edward 9/13/2023 5:27:00 PM

question #50 and question #81 are exactly the same questions, azure site recovery provides________for virtual machines. the first says that it is fault tolerance is the answer and second says disater recovery. from my research, it says it should be disaster recovery. can anybody explain to me why? thank you
CANADA


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UNITED STATES


Anon 10/25/2023 10:48:00 PM

some of the answers seem to be inaccurate. q10 for example shouldnt it be an m custom column?
MALAYSIA


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Anonymous


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UNITED STATES


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Anonymous


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ITALY


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Anonymous


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Anonymous


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UNITED STATES


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Anonymous


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CANADA


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UNITED STATES


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INDIA


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BRAZIL


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Anonymous


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INDIA


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UNITED STATES


Zaynik 9/17/2023 5:36:00 AM

questions and options are correct, but the answers are wrong sometimes. so please check twice or refer some other platform for the right answer
Anonymous


Massam 6/11/2022 5:55:00 PM

90% of questions was there but i failed the exam, i marked the answers as per the guide but looks like they are not accurate , if not i would have passed the exam given that i saw about 45 of 50 questions from dump
Anonymous


Anonymous 12/27/2023 12:47:00 AM

answer to this question "what administrative safeguards should be implemented to protect the collected data while in use by manasa and her product management team? " it should be (c) for the following reasons: this administrative safeguard involves controlling access to collected data by ensuring that only individuals who need the data for their job responsibilities have access to it. this helps minimize the risk of unauthorized access and potential misuse of sensitive information. while other options such as (a) documenting data flows and (b) conducting a privacy impact assessment (pia) are important steps in data protection, implementing a "need to know" access policy directly addresses the issue of protecting data while in use by limiting access to those who require it for legitimate purposes. (d) is not directly related to safeguarding data during use; it focuses on data transfers and location.
INDIA


Japles 5/23/2023 9:46:00 PM

password lockout being the correct answer for question 37 does not make sense. it should be geofencing.
Anonymous