Service Cloud Consultant Practice Exam 2025: Latest Questions

A support manager wants agents to see a customer’s open Cases, recent emails, and key Account fields in one place while working a Case. Which feature best supports this requirement?

A company wants customers to find answers themselves on a public site and reduce incoming cases. Which approach is the best starting point in Service Cloud?

A support team needs a consistent way to capture customer issues from a shared support email address and automatically create Cases. Which feature should a consultant recommend?

An executive asks for a quick view of weekly case volume trends and average time to close. What is the most appropriate Salesforce capability to meet this need?

A company wants new Cases to be automatically assigned to the correct support team based on Product and Severity, and wants higher severity cases handled first. Which configuration best meets the requirement?

Agents complain they must click through multiple records to find customer context. The company wants to streamline navigation and reduce clicks while keeping multiple records open. Which Service Console capability should be recommended?

A global support organization needs knowledge articles that can be translated, reviewed, and published with approvals. They also want different audiences (internal agents vs. customers) to see different content. Which design best fits?

A company plans to offer real-time chat on its support site. They want to route chats to the right agents based on skill and have agents handle chats in the same workspace as Cases. What should the consultant recommend?

A service organization uses an external order management system (OMS). Agents need to view order status and update shipping address during a call, without storing all OMS data in Salesforce. The company also wants minimal custom code. Which approach is best?

A company has strict SLAs: first response within 2 hours and resolution within 2 business days. They want to track SLA timers, pause them when a case is waiting on the customer, and trigger alerts when milestones are at risk. Which solution should be implemented?

A service manager wants agents to quickly see which cases are about to miss the first-response SLA and which have already breached it. Which feature should a consultant recommend?

An organization wants a guided data-entry experience for agents that changes based on case type and prevents agents from skipping required troubleshooting steps. What should the consultant implement?

A support team wants to proactively notify customers when a widespread outage occurs and reduce inbound case volume. Which Service Cloud capability best supports this goal?

A company uses Email-to-Case. Customers sometimes reply to an existing email thread, but Salesforce creates a new case instead of attaching the email to the original case. What is the most likely cause?

A support leader wants a single dashboard showing first contact resolution rate, average handle time, and backlog by queue. The metrics must be filterable by product line and support region. What is the best approach?

A company wants to categorize Knowledge articles by product family and restrict visibility so agents in different business units see only the articles relevant to their products. Which combination should the consultant recommend?

A service center needs to show a consolidated customer profile in Salesforce Service Console, including warranty status and device telemetry stored in an external system. Agents need near real-time data, but the external system should remain the system of record. What should the consultant recommend?

A consultant is designing case assignment for a global support organization. Requirements: route work based on skills (language and product expertise), respect agent capacity, and allow supervisors to monitor workload in real time. Which solution best meets these requirements?

Agents report that in the Service Console, clicking links to related records opens too many browser tabs and they lose context switching between cases. What console configuration should the consultant recommend to reduce tab proliferation and keep related work organized?

A company uses a partner-managed support model. Partners should create and update cases for their own customers, but internal agents must be able to reassign and collaborate on those cases. The company also needs to prevent partners from seeing each other’s cases. What is the most appropriate high-level design?

A service organization wants to ensure agents see only the console tools they need based on their role (e.g., Tier 1 vs. Escalations). Administrators also want to guide agents with consistent page layouts and related lists in the console. What should a consultant recommend?

A contact center manager wants to understand where cases are getting stuck by tracking how long cases spend in each status (New, Working, Waiting on Customer, Escalated). What is the recommended solution?

A company provides customer support through web and email. They want to deflect repetitive questions by offering self-service articles and a way for customers to open cases when needed. Which approach best meets this requirement with minimal customization?

A global support team must capture additional data for a subset of cases (e.g., Product Line and Severity) without affecting other case types. Agents report they often forget to fill these fields. What should a consultant recommend?

A service team needs to surface order and shipment details from an external ERP on the Case record page in real time. The data changes frequently, and Salesforce should NOT store a full copy of the ERP data. What integration approach should a consultant recommend?