Salesforce Certified Service Cloud Consultant

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

  • You have 119 total questions to study from
  • Each page has 5 questions, making a total of 24 pages
  • You can navigate through the pages using the buttons at the bottom
  • This questions were last updated on October 23, 2025
  • This site is not affiliated with or endorsed by Salesforce.
Question 1 of 119
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?
    Correct Answer: 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.

Question 2 of 119
Which search mechanism should be used to find case comments from within the Lightning Service Console?
    Correct Answer: A

Question 3 of 119
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?
    Correct Answer: D

Question 4 of 119
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?
    Correct Answer: 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.

Question 5 of 119
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?
    Correct Answer: 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.