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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Passing Score: | 78% |
| Exam Format: | Scenario-based, Multiple-select, Multiple-choice |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform Administrator |
| Exam Duration: | 105 minutes |
| Certificate Validity Period: | 2 years |
| Available Languages: | English, Portuguese (Brazil), French, Japanese, German, Spanish |
| Exam Price: | USD 200 |
| Real Exam Qty: | 60-65 |
| Recommended Training: | Administer Intelligent Service Cloud Solutions (ADX361) Administer and Maintain Service Cloud (ADX261) Prepare for Your Salesforce Service Cloud Consultant Credential |
| Exam Registration: | Pearson VUE Kryterion Webassessor |
| 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 # 212
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
Answer: B
Explanation:
To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.
NEW QUESTION # 213
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Answer: B
Explanation:
Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.
NEW QUESTION # 214
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
Answer: D
Explanation:
To provide Tier 2 agents with visibility into the progress made by Tier 1 agents,Path for Casesis the recommended feature. This visual tool guides agents through the stages of case resolution, displaying key fields and statuses.
From the Salesforce documentation:
"Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times."
-Salesforce Service Cloud Consultant Guide
Implementing Path for Cases ensures a seamless transition between support tiers, maintaining continuity in customer service and reducing the time needed for Tier 2 agents to get up to speed.
NEW QUESTION # 215
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
Answer: A
Explanation:
For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes.
NEW QUESTION # 216
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?
Answer: B
Explanation:
In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation.
NEW QUESTION # 217
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