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Salesforce Service-Con-201 Practice Q&A's

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Salesforce Service-Con-201 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 2
  • Case Management: This domain covers designing end-to-end case management solutions, implementing case deflection strategies, configuring entitlements, milestones, SLAs, and understanding Service Cloud automation capabilities.
Topic 3
  • Service Cloud Solution Design: This domain involves designing solutions that balance capabilities, limitations, and trade-offs for service reps and customers while meeting data security and compliance requirements.
Topic 4
  • Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 5
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 6
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 7
  • Implementation Strategies: This domain focuses on consulting engagement participation, deployment and training recommendations, and considerations for data migration, quality, governance, and large data volumes.

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

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Salesforce Certified Service Cloud Consultant Sample Questions:

Question #1

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

  • A. On-Demand Email-to-Case Threading
  • B. Web-to-Case with Einstein Case Classification
  • C. Web-to-Case with reCAPTCHA enabled
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).

Question #2

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

  • A. Create an auto-response rule that links to Knowledge articles.
  • B. Create a Macro to send an email with Knowledge articles.
  • C. Set up the Case Deflection component to share Knowledge articles.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).

Question #3

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?

  • A. Download the PDFs from the chat.
  • B. Ask the customer to send the PDF via email.
  • C. Use File Preview in the chat.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).

Question #4

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

  • A. Create multiple console layouts.
  • B. Train on keyboard shortcuts.
  • C. Prepare macros.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).

Question #5

Universal Containers wants to migrate articles from its in-house database as part of a new Lightning Knowledge implementation.
Which factor should a consultant consider as part of the migration strategy?

  • A. Ensure that each existing article type has a matching article record type.
  • B. Use a .csv file to migrate all article types at once.
  • C. Convert any articles containing HTML into plain text before importing.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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