Salesforce Certification Salesforce Service Cloud Consultant

Question 1

What Salesforce Service Cloud feature automatically assigns cases to the most appropriate agent?

Accepted Answer

Case Assignment Rules

Answer

Escalation Rules

Answer

Service Console

Answer

Entitlement Management

Question 2

Which Salesforce Service Cloud feature defines the level of service a customer is entitled to receive?

Accepted Answer

Entitlements

Answer

SLA Templates

Answer

Milestones

Answer

Case Teams

Question 3

What is a Salesforce Case Escalation Rule used for?

Accepted Answer

Automatically escalating cases that haven't been resolved within a time limit

Answer

Assigning priority levels to cases

Answer

Creating cases from incoming emails

Answer

Routing cases to external vendors

Question 4

Which Salesforce Service Cloud feature allows agents to handle multiple cases in a single browser tab?

Accepted Answer

Lightning Console

Answer

Standard View

Answer

Omni-Channel

Answer

Case Feed

Question 5

What does Salesforce Omni-Channel do in a Service Cloud environment?

Accepted Answer

Routes work items to agents based on capacity and skill

Answer

Enables multi-language support

Answer

Integrates social media channels

Answer

Manages customer contracts

Question 6

Which Salesforce Service Cloud object stores commonly asked questions and answers for agent use?

Accepted Answer

Article

Answer

FAQ

Answer

Knowledge Base

Answer

Solution