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Free Service-Cloud-Consultant Questions Attempt

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 5

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The

company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

Options:

A.

Topics for objects

B.

Data Category groups

C.

Screen Flow

Question 6

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Options:

A.

Case report grouped by Call Center

B.

Case History report grouped by Call Center

C.

Dynamic Dashboard grouped by Call Center

Question 7

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Question 8

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

Options:

A.

Email-to-Case

B.

Web-to-Case

C.

Slack Connect