Practice Free Service-Con-201 Exam Online Questions
Question #11
How should a consultant configure a report that shows the average number of days that Cases stay open?
- A . Create a formula field on Case to calculate the average age.
- B . Create a report snapshot of the number of open Cases each day.
- C . Use the standard Case age field on the resort.
Correct Answer: A
A
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
A
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
Question #12
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
- A . Omni-Channel Analytics
- B . Omni-Channel Utility component
- C . Omni-Channel Supervisor tab
Correct Answer: C
C
Explanation:
The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.
C
Explanation:
The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.
Question #13
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
- A . Skills-Based Routing
- B . Interruptible Capacity
- C . Omni-Channel Supervisor
- D . Secondary Routing Priority
Correct Answer: B
B
Explanation:
The feature that enables agents to handle both time-sensitive and long-running work effectively is Interruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
―Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.
B
Explanation:
The feature that enables agents to handle both time-sensitive and long-running work effectively is Interruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
―Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.
Question #14
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
- A . Add the Knowledge object to global search objects.
- B . Add the Knowledge component on the case Lightning record page.
- C . Add the Knowledge related list to the case page layout.
Correct Answer: B
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.
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.
Question #15
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?
- A . A contact support form for feedback and the Case Deflection component in Experience Cloud
- B . A conversation component with survey options and Recommended Articles in the console
- C . An enhanced Einstein Bot with Feedback Collection and Generative Knowledge Answers
Correct Answer: C
C
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 C Einstein Bots: Generative Knowledge Answers and Feedback Enhancements.
Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Use Einstein Bots for Feedback and Knowledge Deflection.”
C
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 C Einstein Bots: Generative Knowledge Answers and Feedback Enhancements.
Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Use Einstein Bots for Feedback and Knowledge Deflection.”
Question #16
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
- A . Reduced post-interaction time
- B . Reduced first contact resolution time
- C . Reduced issue resolution time
Correct Answer: C
C
Explanation:
Implementing Knowledge-Centered Support (KCS) at Universal Containers is expected to reduce issue resolution time.
KCS is a methodology that integrates knowledge creation and reuse into the support process. By capturing and structuring knowledge during the problem-solving process, support agents can quickly access relevant information, leading to faster issue resolution.
Key benefits of KCS include:
Improved resolution times: Support agents can resolve issues more quickly by accessing a well-maintained knowledge base.
Increased first contact resolution: With immediate access to relevant information, agents are more likely to resolve issues during the first interaction.
Enhanced self-service capabilities: Customers can find answers to common issues themselves, reducing the volume of support requests.
By adopting KCS, Universal Containers can expect a significant reduction in issue resolution time, leading to improved customer satisfaction and operational efficiency.
Reference:
https: //www.atlassian.com/itsm/knowledge-management/kcsAtlassian+1TeamDynamix+1
https: //library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/040/035
https: //helpjuice.com/blog/knowledge-centered-support
C
Explanation:
Implementing Knowledge-Centered Support (KCS) at Universal Containers is expected to reduce issue resolution time.
KCS is a methodology that integrates knowledge creation and reuse into the support process. By capturing and structuring knowledge during the problem-solving process, support agents can quickly access relevant information, leading to faster issue resolution.
Key benefits of KCS include:
Improved resolution times: Support agents can resolve issues more quickly by accessing a well-maintained knowledge base.
Increased first contact resolution: With immediate access to relevant information, agents are more likely to resolve issues during the first interaction.
Enhanced self-service capabilities: Customers can find answers to common issues themselves, reducing the volume of support requests.
By adopting KCS, Universal Containers can expect a significant reduction in issue resolution time, leading to improved customer satisfaction and operational efficiency.
Reference:
https: //www.atlassian.com/itsm/knowledge-management/kcsAtlassian+1TeamDynamix+1
https: //library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/040/035
https: //helpjuice.com/blog/knowledge-centered-support
Question #17
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?
- A . Entitlements
- B . Case Management
- C . Service Contracts
Correct Answer: A
A
Explanation:
To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers’ rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.
A
Explanation:
To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers’ rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.
Question #18
Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.
Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?
- A . Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.
- B . Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.
- C . Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.
Correct Answer: C
C
Explanation:
To measure handle time and resolution metrics for Messaging sessions, Salesforce recommends reporting on Messaging Session as the primary object, since it contains session duration, resolution status, and engagement metrics. Linking AgentWork as the secondary object provides data on the agent’s activity and time spent handling each session.
Option A reverses the hierarchy, which limits visibility into per-session metrics.
Option B references Messaging User, which tracks user profiles, not interaction metrics.
Referenced Salesforce Materials:
Salesforce Help: “Report on Messaging Sessions and AgentWork Data”.
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain (performance metrics and real-time reporting).
Salesforce Spring ’24 Release Notes C Messaging and Analytics Enhancements.
C
Explanation:
To measure handle time and resolution metrics for Messaging sessions, Salesforce recommends reporting on Messaging Session as the primary object, since it contains session duration, resolution status, and engagement metrics. Linking AgentWork as the secondary object provides data on the agent’s activity and time spent handling each session.
Option A reverses the hierarchy, which limits visibility into per-session metrics.
Option B references Messaging User, which tracks user profiles, not interaction metrics.
Referenced Salesforce Materials:
Salesforce Help: “Report on Messaging Sessions and AgentWork Data”.
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain (performance metrics and real-time reporting).
Salesforce Spring ’24 Release Notes C Messaging and Analytics Enhancements.
Question #19
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer’s preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
- A . Configure Omni-Channel Skills-based Routing.
- B . Configure Case Assignment rule and Omni-Channel Supervisor.
- C . Configure Omni-Channel Queue-Based Routing.
Correct Answer: A
A
Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
A
Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
Question #20
Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated.
What should a consultant recommend to meet the requirement?
- A . Use a Flow.
- B . Use an Einstein Bot.
- C . Use a macro.
Correct Answer: A
A
Explanation:
A Flow (specifically, a record-triggered or platform eventCtriggered Flow) can be configured to automatically populate or update a custom field on a Messaging Session record when a session is created. The Flow can reference session attributes, such as the originating URL or other metadata, to set the correct value dynamically.
Option B (Einstein Bot) can capture conversation input but cannot directly write or update Messaging Session fields.
Option C (Macro) automates agent actions in the console, not background data population or automation on messaging objects.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Automate Messaging Session Field Updates with Flow.” Salesforce Spring ’24 Release Notes C Messaging Automation Enhancements.
A
Explanation:
A Flow (specifically, a record-triggered or platform eventCtriggered Flow) can be configured to automatically populate or update a custom field on a Messaging Session record when a session is created. The Flow can reference session attributes, such as the originating URL or other metadata, to set the correct value dynamically.
Option B (Einstein Bot) can capture conversation input but cannot directly write or update Messaging Session fields.
Option C (Macro) automates agent actions in the console, not background data population or automation on messaging objects.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Automate Messaging Session Field Updates with Flow.” Salesforce Spring ’24 Release Notes C Messaging Automation Enhancements.