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  • Total Questions: 290
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Salesforce Service-Con-201 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Intake and Interaction Channels: This domain addresses designing intake channels, recommending interaction channels, understanding configuration best practices, and implementing AI agents and agentic service capabilities.
Topic 2
  • Implementation Strategies: This domain focuses on consulting engagement participation, deployment and training recommendations, and considerations for data migration, quality, governance, and large data volumes.
Topic 3
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 4
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.

Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201

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Salesforce Certified Service Cloud Consultant Sample Questions:

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

  • A. Create a review board to evaluate and manage Knowledge articles.
  • B. Install the Knowledge Base Dashboards & Reports AppExchange package.
  • C. Develop custom Knowledge reports and dashboards.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

  • A. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
  • B. An organization-wide default of Public Read/Write on the Case object
  • C. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
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Correct Answer: C  🗳️

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What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?

  • A. It should be routed via Omni-Channel.
  • B. It should be deployed with Experience Builder.
  • C. It is incompatible with Einstein Bots.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Cloud Kicks (CK) wants to adopt artificial intelligence (Al) 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 Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

  • A. Review and address Case data issues and set up Einstein Classification Apps.
  • B. Review and address Case data issues and set up Einstein Article Recommendations.
  • C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
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Correct Answer: A  🗳️

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Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

  • A. Implement Skills-Based Routing to assign the case to experts.
  • B. Use Email-to-Case to send an email to experts so they can use email threads.
  • C. Add experts to an integrated Slack channel.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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