Salesforce service cloud consultant practice test

When Service Reps view a Case, they often need to see the Case History of other Cases for that same
Account. How should a Consultant configure the Lighting Service Console to support this
requirement?

• A. Account tabs and Cases tab
• B. Case tabs with Account subtabs
• C. Account tab with Cases related list
• D. Account tabs with Case Subtabs

Which three are characteristics of Visual Workflow? Choose 3 answers

• A. Apex code must be used to update fields in the database.
• B. Elements can be used to pass data to legacy systems.
• C. Apex code must be used to pass data to legacy systems.
• D. Only one version of a flow can be activated at a time.
• E. Elements can be used to update fields in the database.

Service Console users work on dozen of cases at one time, and often need to update a case they
worked on earlier in the day.
What configuration should a consultant recommend?

• A. Keep all open in tabs.
• B. Use a second Console session.
• C. Define a custom List View.
• D. Add History to the Utility bar.

How can a Contact Center Manager see which Service Representatives have not accepted new Cases
recently using the Lightning Service Console?

• A. Omni-Channel Utility Component
• B. Cases report sorted by Rep and Case Owner
• C. Cases report sorted by Rep and Case CreatedDate
• D. Omni-Channel Supervisor tab

Support Managers have requested the ability to provide real-time feedback to Agents during
customer chat sessions.
What feature should a consultant configure to meet this requirement?

• A. Push Notifications
• B. Case Feed
• C. Omni-channel Supervisor
• D. Next Best Actions

Universal Containers (UC) is updating the Service Cloud console app for its call center agents.
Management is concerned that deploying the new app will disrupt current operations and impact
customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
• B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
• D. Configure the new app in developer org and use an unmanaged package to deploy to production.

Universal Containers wants to display a history of all of today's changes to a case in the order that
occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

• A. Auto launch flow
• B. Salesforce Console for Service
• C. Visualforce custom page
• D. Process Builder

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to
production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in
Production?

• A. Change Sets
• B. Mass Transfer Records
• C. Data Import Wizard
• D. Data Loader

What should a Consultant recommend to ensure Live Agent chat requests contain enough
information for Reps to effectively respond?

• A. Configure Lightning Guided Engagement.
• B. Configure a Live Chat Validation Rule.
• C. Customize the Pre-chat form.
• D. Customize the Lightning Console chat page.

Which Search mechanism should be used to find Case Comments from within the Lightning Service
Console?

• A. Comment Search Component
• B. Comments List View
• C. Global Search
• D. Search Utility Component