Service-Cloud-Consultant Practice Test

Salesforce Spring 25 Release
177 Questions

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

A. Run a macro on each case.

B. Use a mass Quick Action.

C. Use a keyboard shortcut.

B.   Use a mass Quick Action.

Explanation:

Why Option B is Best:
Mass Quick Actions allow bulk updates directly from list views, making it efficient to edit up to 75 cases at once.
How It Works:
Create a global Quick Action for the "Case Type" field.
Select multiple cases in a list view and apply the action in one step.
No Code Needed: Configured via Setup without requiring macros or shortcuts.

Why Other Options Are Not Ideal:
A. Run a macro on each case – Macros automate individual case actions (e.g., pre-filled replies), not bulk field updates.
C. Keyboard shortcut – Shortcuts speed up navigation but don’t support bulk editing.
Reference:
Mass Quick Actions for Bulk Edits:
Create Quick Actions
Update Records in Bulk

Conclusion:
For scalable bulk updates, Option B (Mass Quick Action) is the most efficient solution. ✅

Implementation Tip:
Combine with list view filters to target specific cases (e.g., "All Open Cases").
Use Screen Flows for more complex bulk updates if needed.

Service-Cloud-Consultant Practice-Test - Home Previous
Page 27 out of 177 Pages