Online Access Free Service-Cloud-Consultant Exam Questions

No.# B. History tab on the Actions & Recommendations component.

That’s the agent-facing place to see what’s been started, paused, resumed, or completed on a record so they get real-time context while working the case.

A (Einstein Next Best Action Strategy Builder) is an admin tool to design strategies, not something agents use during a case.

C (Paused Flow Interviews component) is for resuming paused flows, not the general history agents need on every record.

D (Recommendation Strategy Metrics related list) is for analyzing strategy usage, not day-to-day agent work.

No.# These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content

No.# Answer is B

https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_create.htm&type=5

No.# Answer is A and B

- Cases are a core self-service feature for B2C Experience Cloud sites, letting customers submit and track support requests.

- Chatter Answers (now effectively Chatter Questions in Experience Cloud) provides Q&A so customers can find peer/agent answers without creating a case classic case deflection

No.# answer is A

In Lightning, Quick Text is shared via folders (to users/public groups), not per-record. You can organize messages by language into folders and share each folder with the correct agent groups

No.# Correct answers: D and E.

D. The Article Type field is no longer accessible via SOQL or the API.
After enabling Lightning Knowledge, integrations that query ArticleType will break because that field isn’t exposed anymore. The data model changes to a single Knowledge object with record types.

E. Users must have Modify All permission to delete archived articles.
In Lightning Knowledge you can only delete archived articles if the integration (or user) has Modify All Records; lacking it will cause delete steps in the lifecycle job to fail.

Notes on the other options:

A is not accurate—since API v47.0, draft, published, and archived articles can be returned when Lightning Knowledge is enabled.

B is true (Lightning article URLs differ/aren’t static), but URL changes wouldn’t by themselves break an archive/delete lifecycle integration.

No.# A and D are the correct responses

A. Create a case validation rule to ensure cases are owned by a user when closed.
Use a validation rule (e.g., block IsClosed = TRUE when the Owner is a Queue) so agents can’t close a case that’s still queue-owned. This is the right control to prevent bad data going forward.

D. Use a data tool to update the owner field on closed cases.
Fix the existing backlog in bulk by updating OwnerId (via Data Loader / mass update). Salesforce supports bulk owner updates; you can also mass-update cases from list views.

No.# true

Customers can already submit cases with basic Customer Community, but viewing dashboards requires Customer Community Plus

No.# Correct

It’s built for managing and optimizing schedules across multiple service territories, with a dispatcher console, Gantt, and optimization to coordinate technicians/crews by skills, availability, and territory

No.# Correct

Why not A/D: “Article customization for open cases” and “personal articles” aren’t standard or recommended mechanisms for assisting case resolution in Salesforce Knowledge

No.# Answer is C in fact , check this out

https://help.salesforce.com/s/articleView?id=000387621&type=1

No.# Correct answer is D

History Utility is a feature that can enable to share links to recently opened subtabs with other users to swarm on cases

No.# This is true

here is why : https://www.salesforce.com/ap/resources/articles/what-is-customer-loyalty/#:~:text=How%20is%20customer%20loyalty%20measured%3F

No.# I think B is the answer , since it helps deflecting a case , because using digital engagement messaging or In chat web & in app solutions does not help deflecting cases directly

No.# Normally only three objects that can accept milestones :

Cases
Work orders
Incidents

https://help.salesforce.com/s/articleView?id=sf.entitlements_supported_objects.htm&type=5

No.# Answer is B

https://help.salesforce.com/s/articleView?id=service.console2_setup_knowledge.htm&type=5

No.# Answer is C

Because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements

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No.# Correct answer is A

No.# ChatGPT says D
Digital Engagement Messaging is the most comprehensive solution that covers all the required channels (web, SMS, Facebook Messenger, and WhatsApp) for CK’s case deflection needs.