Question 1

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

Question 2

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. The

business requires that if a package is reported lost, the AI agent must immediately escalate the conversation to

a service rep.

How should the consultant achieve this?

Options :

A : Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation.

B : Use the standard Employee Agent Escalation topic to handle all escalations.

C : Use skills-based routing to transfer the conversation to the appropriate service rep.

Answer: A

Question 3

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).

Which feature should the consultant configure as part of the implementation?

Options :

A : Milestones

B : Escalation Rule

C : Scheduled Flow Action

Answer: A

Question 4

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multiple

instances where customers have used abusive language because they are upset with the company. However,

CK still needs to service these customers.

Which solution should the Service Cloud Consultant recommend?

Options :

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 5

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Options :

A : Create a batch integration process that runs hourly to pull all order updates into Salesforce

B : Create a dynamic action that launches the ERP system with a deep link to the order locator.

C : Use Salesforce Connect and External Objects to represent this information in Salesforce.

Answer: C

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

Buying Options: