Question 1

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and

update their cases online. Customers should only be able to access the cases where they are listed as the

contact, including cases created by the support team on their behalf.

Options :

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy.

B : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record.

C : An organization-wide default of Public Read/Write on the Case object.

Answer: B

Question 2

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a

Case History report to track the history of standard and custom fields on cases and solutions where

field histories are set up for tracking.

What should the consultant keep in mind when working on this report type?

Options :

A : The Data Type and New Value fields are available for viewing only.

B : The User and New Value fields are available for viewing only.

C : The Old Value and New Value fields are available for viewing only.

Answer: C

Question 3

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone.

Which milestone recurrence type should the consultant recommend?

Options :

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 4

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

Options :

A : Create a dashboard using Reporting Snapshots.

B : Create a dashboard for each support manager.

C : Create a Dynamic Dashboard.

Answer: C

Question 5

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.

Options :

A : Use the Salesforce Metadata API via Workbench to deploy the permission sets.

B : Deploy the permission sets using an outbound change set from sandbox to production.

C : Manually recreate the permission sets directly in production to ensure accuracy.

Answer: B

Confidently Practice Online with Free Service-Cloud-Consultant Exam Cram

Buying Options: