Service-Con-201 by Salesforce Actual Free Exam Questions And Answers

Question 1

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. OmniStudio

B. Salesforce Chat

C. Case auto-response rule

Discussion 0

Correct Answer: B Vote an answer

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Question 2

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant is having trouble locating the " Accounts with Entitlements with Contacts " and " Service Contracts with Contract Line Items " custom report types.
What should the consultant do to troubleshoot?

A. Verify that entitlement management is enabled.

B. Verify that Salesforce Knowledge is enabled.

C. Verify that Historical Trend Reporting is enabled.

Discussion 0

Correct Answer: A Vote an answer

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Question 3

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?

A. Entitlements

B. Service Contracts

C. Case Management

Discussion 0

Correct Answer: A Vote an answer

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Question 4

Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep ' s product specialization?

A. Configure a private sharing model for Knowledge. Grant access to service reps through manual or group-based sharing rules.

B. Use article record types to restrict access for service reps by page layout assignment.

C. Create a data category for each product specialization. Assign data categories using permission sets.

Discussion 0

Correct Answer: C Vote an answer

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Question 5

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C. Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Discussion 0

Correct Answer: A Vote an answer

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Question 6

What is a common deflection technique to reduce the number of interactions for a contact center?

A. Recommend articles during a call from a support agent.

B. Recommend articles prior to a Chat session.

C. Suggest articles for an Email-to-Case question.

Discussion 0

Correct Answer: B Vote an answer

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Question 7

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

A. Last modified date and total number of article view in the last year

B. Original creation date and total number of article views in the last year

C. Last modified date and terms searched frequently in the last year

Discussion 0

Correct Answer: A Vote an answer

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Question 8

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

A. Enable lookup filters.

B. Set OWD sharing to Private.

C. Configure a Quick Action.

Discussion 0

Correct Answer: A Vote an answer

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Question 9

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

A. Trailhead

B. Einstein Next Best Action

C. Experience Cloud site

Discussion 0

Correct Answer: A Vote an answer

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Question 10

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

A. Prepare a change order to account for the additional requirements and communicate the new project schedule.

B. Incorporate the additional requirements to the project scope and continue with the original project schedule.

C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.

Discussion 0

Correct Answer: C Vote an answer

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Question 11

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications.
Which feature is needed to connect the AI agent to the Salesforce Knowledge base?

A. Agentforce Data Library

B. Knowledge component in Experience Builder

C. Einstein Search for Knowledge

Discussion 0

Correct Answer: A Vote an answer

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Salesforce Certified Service Cloud Consultant - Service-Con-201 Exam Practice Test

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