Practice Free Service-Con-201 Exam Online Questions
The cost of providing contact center support has steadily increased. Universal Containers
wants to take cost-saving measures.
What should the consultant recommend?
- A . Configure a self-service Knowledge Base.
- B . Configure Skills-Based Routing for service channels.
- C . Create auto-response templates for Case emails.
A
Explanation:
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
Universal Containers (UC) wants to allow customers to submit cases through its corporate website.
UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?
- A . On-Demand Email-to-Case
- B . Web-to-Case
- C . AppExchange Package
B
Explanation:
Comprehensive and Detailed
Web-to-Case is a Salesforce feature that enables organizations to gather customer support requests directly from their company’s website and automatically generate new cases. To minimize invalid case submissions, Web-to-Case forms can include validation rules and reCAPTCHA verification.
From Salesforce Help:
"Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case."
―Turn On and Customize Web-to-Case
Implementing Web-to-Case with appropriate validation measures ensures that only valid and complete cases are submitted, enhancing the efficiency of the support process.
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A . Document the gap in requirements and discuss the schedule and budget impact with the project team.
- B . Send a change order to the client to account for the additional budget requirements.
- C . Incorporate the additional requirements into the project scope and continue with the original project schedule.
A
Explanation:
Comprehensive and Detailed
When additional requirements are identified that may impact the project’s scope, timeline, or budget, the first step is to document these gaps and discuss their implications with the project team. This collaborative approach ensures that all stakeholders are aware of the potential impacts and can make informed decisions on how to proceed.
From Salesforce’s best practices:
"When additional requirements are discovered that will result in the project exceeding timeline and budget constraints, the first step is to document the gap in requirements and discuss the schedule and budget impact with the project team."
―Salesforce Trailblazer Community
This approach allows for a transparent assessment and facilitates the development of a plan to address the new requirements, which may include reprioritizing tasks, adjusting timelines, or negotiating additional resources.
Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?
- A . Create a sharing rule for each division to provide access using the role hierarchy.
- B . Create a sharing rule for each division to provide access based on the article category.
- C . Create a single data category group for each division and provide access using the role hierarchy.
C
Explanation:
Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant content. By creating a single data category group for each division and controlling access through the role hierarchy, each division will only see articles categorized under their specific group. This setup ensures compliance with the requirement that divisions access only their own articles, leveraging Salesforce’s robust security and access control features.
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
- A . In-App Guidance
- B . Einstein Next Best Action
- C . Actions & Recommendations
B
Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.
Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs).
Which recommendation should the Service Cloud Consultant make to help with this requirement?
- A . Migrate UC’s legacy service analytics by building a new set of custom report types.
- B . Recommend that UC invest in Tableau Next to use service-related intelligent apps or accelerators.
- C . Use Preconfigured Service Cloud Dashboards from AppExchange.
C
Explanation:
Preconfigured Service Cloud Dashboards available on AppExchange provide out-of-the-box KPI tracking for service operations―such as case volume, resolution times, SLA compliance, and agent productivity. These dashboards are optimized for Salesforce data and can be customized to fit organizational goals.
Option A (custom report types) is time-consuming and not necessary for standard KPIs.
Option B (Tableau) offers advanced analytics but is not required for standard Service Cloud reporting.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain. Salesforce AppExchange Listing: “Service & Support Dashboards.” Salesforce Help: “Use Prebuilt Dashboards for Service Insights.”
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?
- A . End the messaging session with the customer.
- B . Mark the messaging session as customer Inactive.
- C . Leave the messaging session with the customer open.
A
Explanation:
In situations where a customer stops responding during a messaging session, it’s practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
- A . Set up analytical snapshots to capture key case Information and create historical trending reports.
- B . Create reports to analyze data in order to understand peak times and ensure adequate.
- C . Create case escalation rules to route high-priority cases directly to supervisors for resolution.
B
Explanation:
To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.
A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights.
What should a Service Cloud Consultant recommend?
- A . Build a custom Experience Cloud solution and integrate with external telephony providers using APIs.
- B . Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights.
- C . Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time.
B
Explanation:
Salesforce Contact Center, powered by Amazon Connect, is Salesforce’s recommended solution for modernizing legacy on-premises contact centers.
It provides:
Cloud-based voice and digital channel integration directly within Service Cloud.
Scalability to handle seasonal demand spikes.
Real-time insights through integration with Service Cloud Voice, Data Cloud, and Einstein Conversation Insights.
Option A requires significant custom development and lacks unified voice-data insights.
Option C prolongs reliance on legacy systems, contradicting the modernization goal. Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide C Service Cloud Solution Design Domain.
Salesforce Spring ’24 Release Notes C Service Cloud Voice and Salesforce Contact Center Enhancements.
Salesforce Help: “Deploy Salesforce Contact Center with Amazon Connect”.
Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant is having trouble locating the "Accounts with Entitlements with Contacts" and "Service Contracts with Contract Line Items" custom report types.
What should the consultant do to troubleshoot?
- A . Verify that Salesforce Knowledge is enabled.
- B . Verify that entitlement management is enabled.
- C . Verify that Historical Trend Reporting is enabled.
B
Explanation:
The report types “Accounts with Entitlements with Contacts” and “Service Contracts with Contract Line Items” are only available when Entitlement Management is enabled in the org.
These report types are used to analyze service contracts, entitlements, and related customer data― key elements of Entitlement Management in Service Cloud.
If this feature is disabled, related objects and reports are hidden.
Option A (Salesforce Knowledge) and Option C (Historical Trend Reporting) are unrelated to entitlement or contract-based report types.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Integration and Data Management Domain.
Salesforce Help: “Enable Entitlement Management and Access Report Types”.
Salesforce Winter ’23 Release Notes C Entitlement Management Enhancements.