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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Exam Format: | Multiple Choice, Multiple Select |
| Related Certifications: | Salesforce Certified Administrator |
| Exam Duration: | 105 minutes |
| Exam Price: | USD 200 |
| Real Exam Qty: | 60 |
| Passing Score: | 68% |
| Certificate Validity Period: | Maintenance required with each release cycle |
| Available Languages: | Japanese, English |
| Sample Questions: | Salesforce Service-Con-201 Sample Questions |
| Exam Way: | Online (Proctored) or Onsite (Proctored) |
| Pre Condition: | Recommended 2-5 years of experience designing and implementing service solutions. Salesforce Certified Administrator credential is a prerequisite. |
| Official Syllabus URL: | https://trailhead.salesforce.com/en/credentials/servicecloudconsultant |
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NEW QUESTION # 282
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?
Answer: A
Explanation:
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.
NEW QUESTION # 283
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 support team on their behalf.
Answer: C
Explanation:
For Experience Cloud customer users, Sharing Sets are the correct mechanism to provide access to records linked to their own Contact or Account. By creating a sharing set for the Case object, UC can ensure users see only the cases where they are the associated contact-even if the cases were created internally.
Option A (sharing rule) applies to internal users, not Experience users.
Option C (Public Read/Write) violates data security and exposes all customer cases.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.
Salesforce Help: "Grant Record Access to Portal Users with Sharing Sets." Salesforce Experience Cloud Implementation Guide - Sharing Set Configuration.
NEW QUESTION # 284
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
Answer: A
Explanation:
For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
NEW QUESTION # 285
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
Answer: B
Explanation:
For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.
NEW QUESTION # 286
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?
Answer: B
Explanation:
For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards.
NEW QUESTION # 287
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