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

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

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?

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?

Universal Containers (UC) frequently receives complex customer issues that require retrieving information from internal knowledge articles not tagged with individual fields. UC needs a service that can process this data and provide accurate, grounded responses.
What should the Service Cloud Consultant recommend?

Universal Containers wants to implement a new Experience Cloud site to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over 1 million registered customers to securely submit cases and view the status of those cases
* Ability for registered customers to save favorite Knowledge articles for easy access later

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?