Practice Free Service-Con-201 Exam Online Questions
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
- A . Set up quick text options in the utility bar to add article links.
- B . Configure Lightning Knowledge component and related list actions.
- C . Configure Lightning Knowledge component to auto attach article PDF.
B
Explanation:
To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring consistent use of approved content.
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to
create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
- A . Escalation rules
- B . Apex trigger
- C . Quick Action
C
Explanation:
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.
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?
- A . Auto-Response Rules
- B . Escalation Rules
- C . Entitlements and Milestones
C
Explanation:
To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implement Entitlements and Milestones.
Entitlements represent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestones are 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
Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems.
Which project management methodology should the consultant recommend?
- A . Six Sigma
- B . Waterfall
- C . Agile
C
Explanation:
For complex, integration-heavy Service Cloud programs, Salesforce best practice is to deliver iteratively with short, inspect-and-adapt cycles so that integration touchpoints can be validated early, risks reduced, and scope refined as the team learns. This aligns to Agile methodologies (such as Scrum or Kanban) rather than linear, big-bang delivery.
The Service Cloud Consultant Study Guide under Implementation Strategies emphasizes planning for incremental releases, continuous stakeholder feedback, and frequent validation across systems―key characteristics of Agile delivery. This approach ensures early visibility into integration challenges and allows for adjustments throughout the project lifecycle.
In contrast, Waterfall follows a sequential design process with late-stage testing, which introduces higher risk for complex, multi-system implementations. Six Sigma is a process improvement framework focused on reducing defects, not a delivery methodology suitable for Salesforce implementations.
Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide ― Domain: Implementation Strategies (focuses on iterative implementation, phased deployment, and managing complexity).
Trailhead Modules: Agile Basics, Salesforce Project Delivery Best Practices (emphasizes iterative releases, stakeholder collaboration, and adaptability).
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 their behalf. support team on
What should a consultant recommend to meet the requirement?
- A . A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
- B . A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
- C . An organization-wide default of Public Read/Write on the Case object
A
Explanation:
To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
- A . Milestones
- B . Entitlements
- C . {0} Actions
B
Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.
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?
- A . Configure, develop, and test the application in a sandbox environment.
- B . Develop training materials after configuring the application to prepare for user adoption.
- C . Migrate data to the sandbox environment and verify successful migration.
A
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.
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?
- A . Test
- B . Design
- C . Enablement
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.
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
- A . Migrate child cases first.
- B . Migrate parent cases first
- C . Migrate parent and child cases together.
C
Explanation:
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.
Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?
- A . Use a record-triggered flow to determine when article approvals are needed.
- B . Use a record-triggered flow to submit all articles for approval.
- C . Use a scheduled action to determine when article approvals are needed.
B
Explanation:
Comprehensive and Detailed
To automate the submission of articles for approval in Salesforce Knowledge, especially when certain article types and categories require approval, a record-triggered flow can be utilized. This flow can be configured to automatically submit articles for approval upon creation or update, ensuring that the approval process is initiated without relying on agents to manually submit articles.
From Salesforce Help:
"Create an Approval Process and use After-save Record-Triggered Flow to automatically submit the record into the Approval Process."
―Auto Submit Record into Approval Process with Flow
By implementing this solution, UC can ensure that articles requiring approval are consistently submitted through the appropriate approval processes, aligning with KCS practices and reducing the risk of agents forgetting to initiate approvals.