Salesforce Certified Service Cloud Consultant

Here you have the best Salesforce Certified Service Cloud Consultant practice exam questions

  • You have 259 total questions across 52 pages (5 per page)
  • These questions were last updated on February 19, 2026
  • This site is not affiliated with or endorsed by Salesforce.
Question 1 of 259
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
Answer

Suggested Answer

The suggested answer is A.

On-Demand Email-to-Case should be recommended as it runs on the Salesforce platform and does not require third-party software to be installed on employee computers. This solution can automatically create cases from customer emails without breaching the IT policy.

Community Votes2 votes
ASuggested
100%
Question 2 of 259
Which search mechanism should be used to find case comments from within the Lightning Service Console?
Answer

Suggested Answer

The suggested answer is A.

Community Votes2 votes
ASuggested
50%
D
50%
Question 3 of 259
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time.
What approach should a consultant recommend to meet these requirements?
Answer

Suggested Answer

The suggested answer is D.

Community Votes1 vote
DSuggested
100%
Question 4 of 259
If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?
Answer

Suggested Answer

The suggested answer is C.

To ensure the case is escalated to Tier 2 support after Tier 1 has completed their troubleshooting steps, the consultant can implement Lightning Guided Engagement. This tool helps streamline the troubleshooting process by guiding users through specific steps within the Lightning Service Console. It provides a structured flow for support agents, ensuring that when certain conditions are met (such as Tier 1 completing its steps), the case can be seamlessly escalated to Tier 2 for additional troubleshooting.

Community Votes1 vote
CSuggested
100%
Question 5 of 259
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
Answer

Suggested Answer

The suggested answer is D.

On-Demand Email-to-Case is the most suitable method for Universal Containers. It allows for the creation of up to 4000-5000 cases per day and supports attachments under 25MB, fitting the requirements specified.

Community Votes5 votes
DSuggested
80%
C
20%

About the Salesforce Certified Service Cloud Consultant Certification Exam

About the Exam

The Salesforce Certified Service Cloud Consultant (Salesforce Certified Service Cloud Consultant) validates your knowledge and skills. Passing demonstrates proficiency and can boost your career prospects in the field.

How to Prepare

Work through all 259 practice questions across 52 pages. Focus on understanding the reasoning behind each answer rather than memorizing responses to be ready for any variation on the real exam.

Why Practice Exams?

Practice exams help you familiarize yourself with the question format, manage your time, and reduce anxiety on the test day. Our Certified Service Cloud Consultant questions are regularly updated to reflect the latest exam objectives.