Free Access Salesforce.Service-Cloud-Consultant.v2026-07-24.q210 Practice Test (Page 13)

Question 56

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

A.Chatter Group

B.Web Chat

C.Einstein Bots

D.Call Center Agent

Question 57

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A.Create a report using the Case Lifecyle report type

B.Create a report using the Case snapshot report type

C.Create a report using the Case age report type

D.Create a report using the Case historical trending report type

Question 58

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A.Change the org-wide default for cases and contacts internal access to private.

B.Update the case assignment rule to add the site member to the predefined case team.

C.Create a sharing rule to share the contact record with the site member.

D.Set up a sharing set to grant access based on the site member's contact record.

Question 59

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A.Omni-channel Skills-based routing

B.Case Skills-based Assignment Rules

C.Live Agent Queue-based routing

D.Omni-channel Queue-based routing

Question 60

Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A.Milestones

B.Cases

C.Assets

D.Service contracts

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Question 56

Question 57

Question 58

Question 59

Question 60

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