Free Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant Exam Questions and Answers

Last updated: September 10, 2026

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Salesforce

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First 10, with answers

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1. Question #1

   - (Exam Topic 1) Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge?

   • A. Ensure that each image does NOT exceed the maximum of 25 MB
   • B. Upload the images into Salesforce prior to importing the articles
   • C. Convert all images to .jpeg, as this is the only supported file type
   • D. Include images in an .html file using the image tag and src attribute
   Reveal Answer

2. Question #2

   - (Exam Topic 1) A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console. Which configuration option should be verified?

   • A. verify that users have access to the Live Agent chat buttons.
   • B. Verify that users have access to the Live Agent public group.
   • C. Verify that users are assigned the Live Agent feature license.
   • D. Verify that users are assigned the Live Agent user profile.
   Reveal Answer

3. Question #3

   - (Exam Topic 1) Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

   • A. Enable Keyboard shortcuts
   • B. Define criteria-based record page components
   • C. Configure Macros
   • D. Create multiple Console layouts
   Reveal Answer

4. Question #4

   - (Exam Topic 1) 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. Standard Email-to-Case with assignment rules
   • B. Lightning Email with web routing prioritization
   • C. Omni-Channel with prioritized queues
   • D. Standard Web-to-Case with assignment rules
   Reveal Answer

5. Question #5

   - (Exam Topic 2) Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

   Select 2 answers.

   • A. On a utility bar of the Lightning App
   • B. On a record Highlights Panel
   • C. On a record Activity Feed list
   • D. On the Calendar right hand panel
   Reveal Answer

6. Question #6

   - (Exam Topic 2) Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live. Which approach should the Consultant use for data migration?

   • A. Prepare, Plan, Text, Execute, Validate
   • B. Prepare, Plan, Validate, Execute, Text
   • C. Plan, Prepare, Test, Execute, Validate
   • D. Plan, Prepare, Validate, Execute, Text
   Reveal Answer

7. Question #7

   - (Exam Topic 2) A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

   • A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
   • B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
   • C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
   • D. Escalation Rules, Queues, Public Groups, Live Agent
   Reveal Answer

8. Question #8

   The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant recommend?

   • A. Create a report using the Case Lifecyle report type
   • B. Create a report using the Case age report type
   • C. Create a report using the Case snapshot report type
   • D. Create a report using the Case historical trending report type
   Reveal Answer

9. Question #9

   Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend?

   • A. Chat Queue-based routing
   • B. Case Skills-based Assignment Rules
   • C. Omni-channel Queue-based routing
   • D. Omni-channel Skills-based routing
   Reveal Answer

10. Question #10

    Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?

    • A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
    • B. Set up insert Article into Social post and enable the customer community portal.
    • C. Create a Chatter group and invite the customer to join with an external chatter user.
    • D. Create a Visualforce page on the customer community portal.
    Reveal Answer