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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q101-Q106):

NEW QUESTION # 101
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

• A. Accepts email attachments larger than 10 MB
• B. Accepts attachments from emails
• C. Handles more the 10,000 emails a day
• D. Requires the use of Transport Layout Security (TLS)

Answer: A

NEW QUESTION # 102
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

• A. Tiered data strategy
• B. Divisions
• C. Record types
• D. Custom search
• E. Custom indexes

Answer: A,B,E

NEW QUESTION # 103
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

• A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
• B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
• C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

Answer: C

NEW QUESTION # 104
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

• A. Add the Suggested Article widget to the Case page layout.
• B. Add the Knowledge Component to the Service Console.
• C. Create email templates with Knowledge Articles attached.
• D. Add the Knowledge tab to the Console app.

Answer: B

NEW QUESTION # 105
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 with Case Subtabs
• B. Account tabs and Cases tab
• C. Account tab with Cases related list
• D. Case tabs with Account subtabs

Answer: C

NEW QUESTION # 106
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