Free Service-Cloud-Consultant Actual Exam Questions
The questions for this exam were last updated on January 7, 2026
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Question No. 1
[Case Management]
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the
agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the
future?
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the
agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the
future?
Select one option, then reveal solution.
Question No. 2
[Knowledge Management]
Universal Containers has three 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?
Universal Containers has three 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?
Select one option, then reveal solution.
Question No. 3
[Knowledge Management]
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
Select one option, then reveal solution.
Question No. 4
[Case Management]
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over
case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over
case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
Select one option, then reveal solution.
Question No. 5
[Interaction Channels]
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-
App and Web (MIAW).
Which feature should a consultant recommend?
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-
App and Web (MIAW).
Which feature should a consultant recommend?
Select one option, then reveal solution.
Question No. 6
[Case Management]
Universal Containers’ leadership wants to reduce the level of effort required to get the right people
involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
Universal Containers’ leadership wants to reduce the level of effort required to get the right people
involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
Select one option, then reveal solution.
Question No. 7
[Service Cloud Solution Design]
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being
entered.
What should the consultant recommend to prevent duplicate records from being created?
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being
entered.
What should the consultant recommend to prevent duplicate records from being created?
Select one option, then reveal solution.
Question No. 8
[Knowledge Management]
Which approach should a consultant use to ensure that Lightning Knowledge searches only display
articles for a service agent's product
specialization?
Which approach should a consultant use to ensure that Lightning Knowledge searches only display
articles for a service agent's product
specialization?
Select one option, then reveal solution.
Question No. 9
[Interaction Channels]
Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its
customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training
purposes.
What should the consultant recommend?
Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its
customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training
purposes.
What should the consultant recommend?
Select one option, then reveal solution.
Question No. 10
[Knowledge Management]
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein
Chatbots to interact with customers. The VP of
support and services has asked for additional system improvements to facilitate customer self-
service.
What should the consultant recommend?
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein
Chatbots to interact with customers. The VP of
support and services has asked for additional system improvements to facilitate customer self-
service.
What should the consultant recommend?
Select one option, then reveal solution.
Question No. 11
[Industry Knowledge]
Universal Containers is initiating a program to improve customer satisfaction. As part of the program,
customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue
has been resolved.
Which solution should a consultant recommend to meet this requirement?
Universal Containers is initiating a program to improve customer satisfaction. As part of the program,
customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue
has been resolved.
Which solution should a consultant recommend to meet this requirement?
Select one option, then reveal solution.
Question No. 12
[Service Cloud Solution Design]
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2
service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2
service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
Select one option, then reveal solution.
Question No. 13
[Service Cloud Solution Design]
The support manager at Universal Containers wants to improve visibility to cases across the
organization and has decided that product managers should be more involved in the case
management process. The support manager has created predefined case teams for each product and
trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for
their products?
The support manager at Universal Containers wants to improve visibility to cases across the
organization and has decided that product managers should be more involved in the case
management process. The support manager has created predefined case teams for each product and
trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for
their products?
Select one option, then reveal solution.
Question No. 14
[Service Cloud Solution Design]
Cloud Kicks has recently started using Entitlements within its support process. Service agents are
selecting entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
Cloud Kicks has recently started using Entitlements within its support process. Service agents are
selecting entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
Select one option, then reveal solution.
Question No. 15
[Industry Knowledge]
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK management
notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a
decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK management
notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a
decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
Select one option, then reveal solution.