Free Salesforce Service-Cloud-Consultant Practice Test & Real Exam Questions

Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate.
Which numbers does the consultant need to calculate an accurate rate?

Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?

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?

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement.
What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?

Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases.
What should a Service Cloud Consultant recommend to implement this security option on the AI agent?