Free Access Salesforce.Service-Cloud-Consultant.v2026-07-24.q210 Practice Test (Page 29)

Question 136

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A.Create separate data category groups for each division and assign the category to a division profile.

B.Create a single data category group for each division and provide access using the role hierarchy.

C.Create a sharing rule for each division to provide access based on criteria of the article.

D.Create a sharing rule for each division to provide access using the role hierarchy.

Question 137

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A.It should be deployed with Experience Builder.

B.It is incompatible with Einstein Bots.

C.It should be routed via Omni-Channel,

Question 138

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

A.Use an Einstein Bots Chat to handle common issues.

B.Use Omni-Channel Supervisor to monitor agents' chat sessions.

C.Use Einstein Chat Insight to identify areas to improve.

D.Use skills-based routing in Salesforce Messaging.

Question 139

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A.On-Demand Email-to-Case

B.Email-to-Case

C.Salesforce for Outlook

D.Web-to-Case

Question 140

Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories.
What should the admin keep in mind when organizing articles?

A.There can be up to 10,000 data categories.

B.Data category hierarchy can have up to 10 levels.

C.Articles can have up to 8 data categories.

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Question 136

Question 137

Question 138

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Question 140

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