Free Access Salesforce.Service-Cloud-Consultant.v2026-07-24.q210 Practice Test (Page 30)

Question 141

Universal Containers' support management team has noticed an increase in wait times over the last several
months when customers call in for support. Which two recommendations should a Consultant suggest to help
decrease customer wait times? Choose 2 answers

A.Set up analytical snapshots to capture key case information and create historical trending reports.

B.Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

C.Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

D.Set up a Salesforce Customer Community that will allow customers to create cases online.

Question 142

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance

A.Bulk Data Transfer API

B.Java Language Specific Toolkit

C.Cloud-to-Cloud Integration Toolkit

D.Data Integration via SOAP API

Question 143

Which three processes are uses case for Visual Workflow? Choose 3 answers

A.Caller verification and creation of a new case

B.Field validation during case creation

C.Decision-based troubleshooting for agents

D.Cross-sell promotions for agents

E.Assignment of email to a case queue based on subject

Question 144

Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation Rules and a Knowledge Base. Their current support staff is accustomed to email-only case management. The company wants minimal downtime and a high adoption rate for the new solution.
What should the Service Cloud Consultant recommend to prepare the support reps for the transition?

A.Develop just-in-time video tutorials and provide access after go-live so reps can learn as they use the system.

B.Deliver a combination of hands-on training and Trailhead-based learning aligned to business processes before deployment.

C.Assign power users to configure the system and handle questions post-launch without a formal enablement plan.

Question 145

Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

A.Deploy Call Center Directory

B.Configure call center definition

C.Assign users to a call center

D.Install CTI adapter using open CTI

E.Configure IVR auto response

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Question 141

Question 142

Question 143

Question 144

Question 145

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