Free Access Salesforce.Service-Cloud-Consultant.v2026-07-24.q210 Practice Test (Page 40)

Question 191

Universal Containers wants customers to have the ability to log cases with structured data and route based on
Urgency and Product Line.
How should a Consultant accomplish this?

A.Lightning Email with web routing prioritization

B.Standard Web-to-Case with assignment rules

C.Standard Email-to-Case with assignment rules

D.Omni-Channel with prioritized queues

Question 192

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

B.Create a central "Contact Us" page which provides access to all available channels.

C.Enforce that customers must search the knowledgebase before they can see the Contact Us page.

D.Optimize the customer community for mobile devices to have access to the same support as desktops.

E.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Question 193

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A.Use case auto-response rules to send an email to support managers within one hour of case creation.

B.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

C.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

D.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Question 194

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A.Add the Knowledge Component to the Service Console.

B.Add the Suggested Article widget to the Case page layout.

C.Add the Knowledge tab to the Console app.

D.Create email templates with Knowledge Articles attached.

Question 195

Which solution should a consultant recommend?

A.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

B.Enable the knowledge sidebar related list on the case page layout.

C.Create a visualforce page called knowledge sidebar on the case page layout.

D.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

E.Enable the knowledge sidebar setting in the case support settings.

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Question 191

Question 192

Question 193

Question 194

Question 195

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