Free Salesforce-Agentforce-Service-Consultant Practice Test Questions (2026)

Cloud Kicks ' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

A. Configure a Visual Remote Assistant.

B. Create an Einstein Bot.

C. Build a Screen Flow.

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.

What should the consultant recommend to prevent duplicate records from being created?

A. Configure and activate Duplicate Management.

B. Grant " View All Data " and instruct them to search.

C. Implement Apex triggers for Contact.

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.

What should a consultant recommend to provide these newer capabilities?

A. Einstein Bots

B. Messaging for Web

C. AppExchange package

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

A. Slack Connect

B. Service GPT

C. Einstein Bots

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 Web-to-Case with assignment rules

B. Omni-Channel with prioritized queues

C. Standard Email-to-Case with assignment rules

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.

Which setting should a consultant configure to meet the requirements?

A. Skills-Based Routing

B. Capacity Model

C. Secondary Routing Priority

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

A. Review and address Case data issues and set up Einstein Article Recommendations.

B. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.

C. Review and address Case data issues and set up Einstein Classification Apps

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

A. Topics for objects

B. Data Category groups

C. Screen Flow

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.

What is the recommended method to meet the requirements?

A. Add " updated " to the name of the new article.

B. Use Smart Link to Article to select the prior version.

C. Select the Flag as new version checkbox when publishing.

Cloud Kicks ' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

A. Test

B. Design

C. Enablement