Salesforce Certified Service Cloud Consultant (Service-Con-201) Exam Practice Test Instant Access

Question 1

[Service Cloud Solution Design]

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

AKnowledge articles suggested by Einstein

BUpcoming Milestones for the Case's Entitlement

CInternal Chatter posts about the Case

Answer : A

Question 2

[Interaction Channels]

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

AEnable Case Merge.

BSet up duplicate rules on Case.

CCreate an autolaunched Flow,

Answer : A

Question 3

[Service Cloud Solution Design]

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's

support offerings should be adjusted.

Which feature should the consultant recommend?

ABuild a joined report.

BBuild a dashboard.

CBuild a custom report type.

Answer : C

Question 4

[Knowledge Management]

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?

AHave customers search the Knowledge base for solutions.

BProvide a toll-free customer support phone number.

CCreate an Experience Cloud site for customers.

Answer : C

Question 5

[Interaction Channels]

Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent

by customers from the chat window.

What should a consultant recommend?

AAsk the customer to send the PDF via email.

BUse File Preview in the chat.

CDownload the PDFs from the chat.

Answer : B

Question 6

[Industry Knowledge]

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

ADevelop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

BDevelop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

CSet up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Answer : C

Question 7

[Service Cloud Solution Design]

Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.

Which feature should a consultant recommend?

ASkills-Based Routing

BInterruptible Capacity

COmni-Channel Supervisor

DSecondary Routing Priority

Answer : B

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