Free Access Salesforce.Service-Cloud-Consultant.v2026-07-24.q210 Practice Test (Page 9)

Question 36

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A.Reseller Community

B.Employee Community

C.Customer Community

D.Partner Community

Question 37

Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

A.Enable the Knowledge sidebar setting in the case support settings.

B.Create a Visualforce page called Knowledge sidebar on the case page layout.

C.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

D.Enable the Knowledge sidebar related list on the case page layout.

Question 38

Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)

A.Case volume by channel.

B.Average case stage duration.

C.Cases created by type.

D.Open cases by reason.

Question 39

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A.Configure Case Escalation Rules.

B.Define Case Auto-Response Rules.

C.Establish Case Assignment Rules.

D.Create a Process Builder with Scheduled Actions.

Question 40

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?

A.Entitlement processes, contract line items, milestone, and entitlements

B.Entitlement processes, milestones, milestone actions, and entitlements

C.Entitlement processes, contracts, contract line items, and entitlements

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Question 36

Question 37

Question 38

Question 39

Question 40

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