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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Real Exam Qty: | 60-65 |
| Available Languages: | Spanish, French, German, English, Japanese, Portuguese (Brazil) |
| Exam Duration: | 105 minutes |
| Exam Format: | Scenario-based, Multiple-select, Multiple-choice |
| Certificate Validity Period: | 2 years |
| Passing Score: | 78% |
| Exam Price: | USD 200 |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform Administrator |
| 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 |
>> Service-Con-201 Reliable Test Topics <<
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NEW QUESTION # 248
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Answer: B
Explanation:
Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product managers to filter and access relevant cases, improving visibility and involvement in the case management process.
NEW QUESTION # 249
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
Answer: A
Explanation:
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
NEW QUESTION # 250
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
Answer: C
Explanation:
Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria, such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and improving the support process's efficiency.
NEW QUESTION # 251
The support team at Cloud Kicks would like to implement a messaging tool to provide deflection for common questions, gather customer experience feedback, and match feedback to service organizational goals.
What should the Service Cloud Consultant recommend to meet the requirements?
Answer: A
Explanation:
The enhanced Einstein Bot (as of Salesforce Spring '24) supports Generative Knowledge Answers and Feedback Collection features. This allows Cloud Kicks to:
Automatically deflect common questions by generating natural, contextually accurate responses from Knowledge Articles, Collect customer feedback directly during or after conversations, and Align insights with organizational service KPIs through analytics.
This solution combines conversational automation with continuous improvement via feedback tracking-meeting all the outlined requirements.
Option A (support form and case deflection) is static and lacks conversational automation or integrated feedback.
Option B (conversation component and surveys) addresses engagement but not automated deflection using AI-driven responses.
Referenced Salesforce Materials:
Salesforce Spring '24 Release Notes - Einstein Bots: Generative Knowledge Answers and Feedback Enhancements.
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Use Einstein Bots for Feedback and Knowledge Deflection."
NEW QUESTION # 252
Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps.
Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?
Answer: B
Explanation:
In Salesforce Knowledge, each article record includes visibility settings that determine where it can be accessed - for example, Internal App, Customer, Partner, or Public Knowledge Base.
To restrict specific articles to internal users only, set their visibility to "Visible in Internal App". This ensures they appear only to logged-in internal users (e.g., support reps), while remaining hidden from external users such as customers or partners.
Option A would make all Knowledge articles private, not just the confidential ones.
Option B disables standard sharing, which would affect system-wide access and is not recommended.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Knowledge Management Domain.
Salesforce Help: "Control Article Visibility and Access."
Salesforce Knowledge Implementation Guide - Visibility and Access Configuration.
NEW QUESTION # 253
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