| Overview | Details |
|---|---|
| Exam Name | Salesforce Certified Service Cloud Consultant (SC24) |
| Exam Code | SC24 |
| Duration | 105 minutes |
| Number of Questions | 60 (multiple-choice and multi-select) |
| Passing Score | 67% (40 correct answers) |
| Format | Computer-based (Pearson VUE testing centers or online proctored) |
| Language | English |
| Content Areas (Weight) | * Service Cloud Solution Design (16%) |
| * Implementation Strategies (15%) | |
| * Case Management (15%) | |
| * Knowledge Management (9%) | |
| * Interaction Channels (10%) | |
| * Contact Center Analytics (5%) | |
| * Integration and Data Management (5%) | |
| * Industry Knowledge (10%) | |
| * Service Console (15%) |
Salesforce Service-Cloud-Consultant Question Answers
Salesforce Certified Service cloud consultant (SP25) Dumps May 2025
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Question # 1
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate.
C. Request that the VP of worldwide support design a standard report template to provide aclear vision,
Question # 2
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?
A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
Question # 3
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
A. Develop custom Knowledge reports and dashboards.
B. Create a review board to evaluate and manage Knowledge articles.
C. Install the Knowledge Base Dashboards & Reports AppExchange package.
Question # 4
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
A. It should be deployed with Experience Builder.
B. It is incompatible with Einstein Bots.
C. It should be routed via Omni-Channel,
Question # 5
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: * Billing data is stored in an external system containing over 20 million records. * Only the finance department has direct access to the billing system. Which solution should a consultant recommend?
A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.
Question # 6
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?
A. Snapshot reporting that shows trends in the number of cases handled per month,providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate theefficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individualagent performance
Question # 7
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements?
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
Question # 8
Universal Containers wants to ensure the contracted service level requirements for its customers are being met. What should a consultant configure to meet this requirement?
A. Entitlement processes, contract line items, milestone, and entitlements
B. Entitlement processes, milestones, milestone actions, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements
Question # 9
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production. Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
Question # 10
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which Salesforce productivity feature should a consultant use to accomplish this requirement?
A. Macros
B. Quick action
C. Flow
Question # 11
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case. Which solution allows product managers to quickly see and review the cases that are created for their products?
A. Configure a Case list view filtered by My Cases.
B. Configure a Case related list on the Product page layout.
C. Configure a Case list view filtered by My Case Teams.
Question # 12
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?
A. Incident Management
B. Workforce Engagement
C. Field Service Management
Question # 13
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
Question # 14
A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
Question # 15
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching. What is the recommended feature to improve productivity?
A. Keyboard shortcuts
B. Quick text
C. Custom macros
Question # 16
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?
A. Data Category Visibility of All Categories provides Public Read-Only access.
B. Data Category Visibility of Custom overrides organization-wide default sharing access.
C. Data Categories no longer control access to articles.
Question # 17
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step. What should a consultant recommend to address this problem?
A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,
Question # 18
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests. Which mobile development option should the consultant recommend?
A. Create two custom mobile apps, one for Apple and the other for Android.
B. Explain that community users can access the site through a web browser.
C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
Question # 19
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?
A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.
Question # 20
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem. Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
Question # 21
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?
A. Flow with notifications
B. Reports and dashboards
C. Approval process
Question # 22
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?
A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time
Question # 23
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiencyof the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
Question # 24
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?
A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.
Question # 25
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.
Question # 26
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement?
A. Slack Connect
B. Service GPT
C. Einstein Bots
Question # 27
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
Question # 28
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?
A. Use the most available routing model.
B. Use Most Cases Closed report.
C. Use the agents’ Presence Status.
Question # 29
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK?
A. Review and address Case data issues and set up Einstein Classification Apps.
B. Review and address Case data issues and set up Einstein Article Recommendations.
C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding withCases.
Question # 30
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?
A. Agent Detail
B. Agent Work
C. Assigned Work
Question # 31
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?
A. End the messaging session with the customer.
B. Mark the messaging session as customer Inactive.
C. Leave the messaging session with the customer open.
Question # 32
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology. Which benefit can be expected?
A. Reduced post-interaction time
B. Reduced first contact resolution time
C. Reduced issue resolution time
Question # 33
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?
A. Chat Supervisor tab and Whisper Messages
B. Incident Management tab and Whisper Messages
C. Omni-Channel Supervisor and Whisper Messages
Question # 34
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables. What should a consultant recommend as the next step?
A. Identify and prioritize the requirements for the minimum viable product.
B. Prioritize the requirements based on the stakeholder who submitted them.
C. Prioritize the requirements based on requests from the regions.
Question # 35
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Einstein Chat Bot
C. Knowledge articles
Question # 36
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
A. Generate continuous feedback from the project team, and adjust the requirements anddeliverables accordingly.
B. Generate all of the requirements with UC executives and then develop the projectschedule.
C. Finish all of the project requirements at once and deliver a complete solution.
Question # 37
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required. Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
A. Train on keyboard shortcuts.
B. Prepare macros.
C. Create multiple console layouts.
Question # 38
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred. What should a consultant consider when moving these images into Salesforce Knowledge?
A. Add images to an HTML file.
B. Ensure each image is less than 25 MB.
C. Change all images to JPEG files.
Question # 39
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements?
A. Define entitlements and milestones.
B. Enable and configure Omni-Channel routing.
C. Implement Lightning flow with time-based actions.
Question # 40
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Question # 41
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case. What is the recommended level of case access for the Case Team role?
A. Territory Rule
B. Read-Only
C. Private
Question # 42
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the Approval Process?
A. Update the Approval Process to Auto-launch.
B. Create a Lightning Web Component action for Approval Process.
C. Create an autolaunched Flow.
Question # 43
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this requirement?
A. Reports and Dashboards
B. Entitlements and Milestones
C. Service Contracts
Question # 44
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
A. Path for Cases
B. Escalation Rules
C. Einstein Next Best Action
Question # 45
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?
A. Migrate child cases first.
B. Migrate parent cases first
C. {0} Migrate parent and child cases together.
Question # 46
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend to meet the requirements?
A. Enable Chat in an Experience Cloud site.
B. Create a self-service help Center
C. Allow comments on Knowledge articles.
Question # 47
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?
A. Use the Case Historical Trending report type.
B. Use the Cases with Milestones report type.
C. Use the Case Lifecycle report type.
Question # 48
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?
A. Email-to-Case
B. Chat with an agent
C. Knowledge base
Question # 49
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Send Email Quick Action to loop in the stakeholders.
C. Use child Cases to interact with the partner.
Question # 50
Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?
A. Assign the app to the User profile.
B. Assign a permission set granting the Service User license.
C. Assign the Service User license to their User record.
Question # 51
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should the consultant ask to determine the preferred solution?
A. Will customers access Knowledge articles through Experience Cloud?
B. Is support provided on a periodic basis and renewed annually?
C. Do multiple versions of the Entitlements need to be created and maintained?
Question # 52
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information. How should the consultant recommend the report be created?
A. Build a report on Products with Activities grouped by owner.
B. Create a Custom Report type with Activities as the primary object.
C. Customize the My Team's Calls This Week standard report.
Question # 53
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
A. Configure a self-service Knowledge Base.
B. Configure Skills-Based Routing for service channels.
C. Create auto-response templates for Case emails.
Question # 54
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency. A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses. What should a consultant recommend as a solution?
A. Set up quick text options in the utility bar to add article links.
B. Configure Lightning Knowledge component and related list actions.
C. Configure Lightning Knowledge component to auto attach article PDF.
Question # 55
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?
A. Einstein Reply Recommendations
B. Einstein Article Recommendations
C. Action & Recommendations component
Question # 56
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Question # 57
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases. Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Question # 58
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts. What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. Postpone the release to the production org so the team can finish the project before therelease is deployed.
B. Disable updates to the sandbox so the team can continue using the solution without theupdates from the release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior tothe release being g deployed.
Question # 59
Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules.
B. Predefine case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules,
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Latest Salesforce Service Cloud Consultant Exam Questions
Question # 1: Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
A. Read Only
B. Visible in Portal
C. Private
D. Read/Write
Answer: D
Explanation: Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5
Salesforce Service-Cloud-Consultant Frequently Asked Questions
Becoming a Salesforce Service Cloud Consultant: To become certified, you need to have a working knowledge of Service Cloud and must first complete the Salesforce Administrator certification. The exam focuses on real-world experience and practical application of Service Cloud solutions.
Specific data on the number of people who have passed the Service Cloud Consultant exam by region isn't readily available. But Here on Salesforcexamdumps we are producing 100% results with our Service-Cloud-Consultant Dumps.
Earning this certification can enhance your Salesforce career by proving your ability to design and implement Service Cloud solutions. It may lead to better job opportunities, salary increases, and recognition as a Salesforce expert.
The exam consist 60 multiple-choice questions along with 5 non-scored questions.
You have total 105 minutes to complete the exam
The required passing score is 67%.
The examination fee is USD $200, and if you need to retake it, the cost is USD $100.
These include customer support management, business unit processes, Knowledge-Centered Support (KCS), product knowledge, incident management, common metrics and KPIs, industry trends, intake channels, automation, and data management.
The code includes using Salesforce-approved study materials, collaborating in the Trailblazer Community, and adhering to exam guidelines. Violations can lead to consequences like exam cancellation and certification revocation.
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