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[General] Pass Guaranteed Quiz 2026 Service-Cloud-Consultant: Valid Salesforce Certified S

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【General】 Pass Guaranteed Quiz 2026 Service-Cloud-Consultant: Valid Salesforce Certified S

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Salesforce Certified Service cloud consultant Sample Questions (Q168-Q173):NEW QUESTION # 168
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
  • A. Web-to-Case forms
  • B. Apex Email Service
  • C. On-Domand Emali-to-Case
  • D. Standard Email-to-case
Answer: A,C
Explanation:
Explanation
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to-Case, [Set Up Web-to-Case]

NEW QUESTION # 169
Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?
  • A. Create a case report with a custom summary formula to calculate the percentage of escalated cases
  • B. Create a daily snapshot report of all cases and calculate percentage of escalated cases
  • C. Create a formula field on the case record to calculate percentage of escalated cases
  • D. Create a bucket field on a report to calculate the percentage of escalated cases
Answer: A

NEW QUESTION # 170
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?
  • A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
  • B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
  • C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Answer: C
Explanation:
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.

NEW QUESTION # 171
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. Request that the VP of worldwide support design a standard report template to provide a clear vision,
  • B. Assign a global team of experienced analysts to create a standard report template.
  • C. Ask leadership, management, and agents in all regions to vote on the standard report template.
Answer: B
Explanation:
For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

NEW QUESTION # 172
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. Use a trigger to automatically create a new article.
  • B. Develop a globally-shared macro to create a new article.
  • C. Create a Quick Action to map case fields to a new article.
Answer: C
Explanation:
Creating a Quick Action to map case fields to a new article is the recommended method for enabling service agents at Cloud Kicks (CK) to easily create new articles when closing a case. This Quick Action can be configured to pre-populate the new article form with relevant details from the case, ensuring consistency and saving time by reducing manual data entry. This approach streamlines the process of capturing case resolutions and insights into the knowledge base, making valuable information readily available for future reference by agents and customers alike, thereby enhancing the overall efficiency and effectiveness of the service center.

NEW QUESTION # 173
......
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