Service Cloud Consultant Intermediate Practice Exam: Medium Difficulty 2025

A company is redesigning its customer service operation and wants to align people, process, and technology. They need to identify common contact reasons, define success metrics, and determine which channels to prioritize before configuring Salesforce. What should the consultant recommend as the FIRST step?

A support center wants to reduce handle time by prompting agents with the most relevant knowledge articles based on case details (product, issue type, and language). Agents also need to suggest edits when articles are outdated. Which solution best meets the requirement with standard capabilities?

A company offers support via phone and web. They want a single queue of work where chat cases must be answered within 60 seconds, while email cases can wait longer. Supervisors need to see agent capacity and reassign work in real time. What should the consultant implement?

A support team uses the Service Console. Agents work multiple cases at once and need to quickly switch between cases, view related records, and follow a guided script for troubleshooting. Which console configuration best supports this workflow?

A company wants to ensure VIP customers receive faster support. VIP status is stored on the Contact record. When a case is created from any channel, routing should prioritize VIP cases to a specialized team, and the case should display a VIP indicator for agents. What is the best approach?

Leadership wants to measure service performance across channels. They specifically need (1) first response time by channel, (2) case volume trends by issue type, and (3) a way to drill from dashboards into the underlying cases. What should a consultant recommend using standard analytics capabilities?

A company’s ERP is the system of record for warranty status. Agents need to view warranty coverage on the case without storing it in Salesforce, and the data should always be current. What integration pattern best fits this requirement?

A service organization needs to design a solution that supports: (1) multiple product lines with different support processes, (2) consistent reporting across all cases, and (3) the ability to restrict certain fields from being edited by Tier 1 agents. Which design approach best meets these needs?

A company wants to provide a self-service experience where customers can log in to view their cases, search knowledge articles, and deflect case creation when an answer exists. They also want agents to receive cases only when customers can’t resolve issues through self-service. Which solution should the consultant recommend?

A company has SLAs requiring an initial response within 2 business hours and resolution within 2 business days. They want automated warnings before breaches and reporting on compliance. Which configuration best meets the requirement?