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

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.

What should UC do to address this situation?

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Require agents to check a box on the case when submitting a new suggested article.

A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud.

What should a Service Cloud Consultant recommend exploring?

A. An AppExchange package for Incident Management and a package for Jira Connection

B. A connected application with the Jira Integration settings for Customer Service Incident Management

C. Salesforce Customer Service Incident Management with Jira through MuleSoft Composer

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.

Which approach should a consultant implement?

A. Establish Case Assignment rules.

B. Create a Flow with a scheduled path.

C. Configure Case Escalation rules.

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.

Which solution should the consultant recommend?

A. Create a new Case record type.

B. Enable Feed Tracking.

C. Install an AppExchange app.

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers ' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.

What should the consultant recommend?

A. Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.

B. Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.

C. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.

Which feature will help CK users archive and access the case information from an External Object?

A. Salesforce Big Object

B. Salesforce connect

C. Salesforce Case History Object

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking.

What should the consultant keep in mind when working on this report type?

A. The Data Type and New Value fields are available for viewing only.

B. The User and New Value fields are available for viewing only.

C. The Old Value and New Value fields are available for viewing only.

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.

What should the consultant recommend?

A. Have customers search the Knowledge base for solutions.

B. Provide a toll-free customer support phone number.

C. Create an Experience Cloud site for customers.

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.

What should a consultant consider when moving these images into Salesforce Knowledge?

A. Add images to an HTML file.

B. Ensure each image is less than 25 MB.

C. Change all images to JPEG files.

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

A. Customize Intents using Einstein Chatbots.

B. Customize the Lightning Console chat page.

C. Customize the pre-chat form.