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

Question 111

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A.Follow the SMEs to receive automatic updates when they add case comments

B.Use hashtag (#) to track the customer case and SMEs comments

C.Bookmark all the comments related to the issue from SMEs

D.@mention the SMEs on the case Chatter feed and follow the case

Question 112

universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A.Import the records and use duplicate management

B.Install data quality analysis dashboards from the appexchange

C.Import records and cretae a a worflow rule to change the data type

D.Deduplicate the data before importing into SF

E.Standardize all rows to match salesforce data types

Question 113

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever
cases are created or updated by contact center agents. UC does NOT want to use any customized code to
accomplish this.
Which solution should a Consultant recommend?

A.RESTful services with GET, POST, or PUT

B.Schedule batch Apex processing job

C.Visualforce page APEX SOAP async callout

D.Workflow-driven outbound messaging

Question 114

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A.Read Only

B.Visible in Portal

C.Private

D.Read/Write

Question 115

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?

A.Cases report sorted by Rep and Case Owner

B.Cases report sorted by Rep and Case CreatedDate

C.Omni-Channel Utility Component

D.Omni-Channel Supervisor tab

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Question 111

Question 112

Question 113

Question 114

Question 115

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