2026 KoreaDumps 최신 Service-Con-201 PDF 버전 시험 문제집과 Service-Con-201 시험 문제 및 답변 무료 공유: https://drive.google.com/open?id=1becWetPNMN7cPRbaIfxwkvzjd_hjKWH5
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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 |
| Certificate Validity Period: | Maintenance required with each release cycle |
| Exam Price: | USD 200 |
| Real Exam Qty: | 60 |
| Passing Score: | 68% |
| Available Languages: | Japanese, English |
| Exam Duration: | 105 minutes |
| 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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Salesforce Service-Con-201 시험환경에 적응하고 싶은 분은 pdf버전 구매시 온라인버전 또는 테스트엔진 버전을 추가구매하시면 됩니다. 문제는 pdf버전의 문제와 같지만 pdf버전의 문제를 마스터한후 실력테스 가능한 프로그램이기에Salesforce Service-Con-201시험환경에 익숙해져 시험을 보다 릴렉스한 상태에서 볼수 있습니다.
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질문 # 128
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
정답：B
설명：
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.
질문 # 129
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?
정답：C
설명：
To address customer complaints about receiving calls despite preferences for email or text communication, setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that Lightning Dialer respects communication preferences, preventing calls to customers who have opted out, thereby enhancing customer satisfaction and adherence to communication preferences.
질문 # 130
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
정답：C
설명：
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.
질문 # 131
Universal Containers is considering additional channels for its customers to communicate directly with customer support reps. Currently, customers are able to open support tickets through social media, web chat, phone, and SMS.
In addition to Digital Engagement, what should a consultant recommend to meet the requirement?
정답：A
설명：
Email-to-Case is a standard Salesforce Service Cloud feature that automatically converts customer emails into Case records. Since Universal Containers already uses social media, chat, phone, and SMS through Digital Engagement, adding Email-to-Case would complete a traditional multichannel service strategy by enabling customers to contact support through email.
Option A (AppExchange) is a marketplace for solutions but not a direct communication channel.
Option C (Salesforce Inbox) is designed for sales productivity and email integration for sales reps, not for customer support case creation.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Set Up Email-to-Case to Create Cases from Customer Emails." Salesforce Trailhead: "Route Customer Emails to Cases."
질문 # 132
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
정답：B
설명：
To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.
Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided. For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.
By configuring entitlements and associated milestones, UC can:
Monitor SLA Compliance:Automatically track whether cases meet the defined response times.
Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.
Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.
This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.
Reference:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones.htm&type=5
질문 # 133
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