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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 60-65 |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform Administrator |
| Exam Price: | USD 200 |
| Available Languages: | Portuguese (Brazil), German, Spanish, Japanese, French, English |
| Exam Duration: | 105 minutes |
| Exam Format: | Multiple-choice, Scenario-based, Multiple-select |
| Passing Score: | 78% |
| Recommended Training: | Prepare for Your Salesforce Service Cloud Consultant Credential Administer and Maintain Service Cloud (ADX261) Administer Intelligent Service Cloud Solutions (ADX361) |
| Exam Registration: | Kryterion Webassessor Pearson VUE |
| Sample Questions: | Salesforce Service-Con-201 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | Active Salesforce Certified Platform Administrator or Salesforce Certified Administrator credential |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
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NEW QUESTION # 150
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
Answer: A
Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.
NEW QUESTION # 151
The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation.
What measurement will reflect cost savings after the implementation?
Answer: A
Explanation:
Reduced service rep backlog directly reflects operational efficiency and cost savings following a Service Cloud implementation. When automation, routing, and self-service capabilities reduce open case volume and agent handling time, the company can handle the same or greater workload with fewer resources-representing measurable cost savings.
Option A (CSAT) measures customer satisfaction, not cost efficiency.
Option B (license count) is a static expense metric and not a performance outcome of implementation.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
Salesforce Help: "Measure ROI and Operational Cost Savings in Service Cloud." Salesforce Trailhead: "Measure Contact Center Efficiency with Backlog and Handle Time."
NEW QUESTION # 152
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
Answer: C
Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and relatedrecords without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.
NEW QUESTION # 153
Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate.
Which numbers does the consultant need to calculate an accurate rate?
Answer: B
Explanation:
In the Industry Knowledge domain, Salesforce defines customer retention rate as the percentage of customers retained over a given period, excluding newly acquired customers. The formula requires:
Thus, the correct variables are customers at the start, customers at the end, and new customers acquired during the period.
Option B and C include incorrect parameters-"old customers who returned" and "customers lost"-which are not used directly in retention rate formulas.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Industry Knowledge Domain (metrics such as retention, churn, and customer satisfaction).
Salesforce Trailhead: "Measure Customer Retention and Churn" (defines retention rate calculation).
NEW QUESTION # 154
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?
Answer: B
Explanation:
To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.
NEW QUESTION # 155
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