Practice Free Service-Con-201 Exam Online Questions
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
- A . Number of closed cases
- B . Agent utilization
- C . Deflection rate
B
Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.
Which environment type should the consultant recommend?
- A . Partial Copy Sandbox
- B . Full copy sandbox
- C . Developer Pro Sandbox
B
Explanation:
A Full Copy Sandbox is a complete replica of a production environment, containing both metadata and all data records. It is the most appropriate environment for conducting extended User Acceptance Testing (UAT), especially when real-world data and scenarios need to be validated over an extended period like 60 days.
This sandbox type supports thorough testing of configurations, integrations, and customizations under conditions that mirror live operations. Business users benefit from working with a familiar data set, reducing surprises during go-live. It is superior to Developer or Partial Copy Sandboxes for full-system validation.
Reference:
https: //help.salesforce.com/s/articleView?id=sf.data_sandbox_types.htm&type=5
https: // help.salesforce.com/s/articleView?id=sf.sandbox_create.htm&type=5
Cloud Kicks’ service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
- A . Create a batch integration process that runs hourly to pull all order updates into Salesforce
- B . Create a dynamic action that launches the ERP system with a deep link to the order locator.
- C . Use Salesforce Connect and External Objects to represent this information in Salesforce.
C
Explanation:
To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A . Einstein Next Best Action
- B . Service Analytics Predictions
- C . Visual Remote Assistant
A
Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?
- A . Measure and reward agents based on the number of new articles submitted for approval.
- B . Measure and reward agents based on the number of new articles approved for publication.
- C . Require agents to check a box on the case when submitting a new suggested article.
B
Explanation:
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization’s standards before being added to the Knowledge base.
Universal Containers’ service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?
- A . Use the Omni Supervisor Service Reps tab.
- B . Configure the Wallboard tab to display Work Performance metrics.
- C . Build custom report type with ‘Agent Work’ as the primary object.
C
Explanation:
The Agent Work object stores detailed data on agent interactions ― including Active Time, Handle Time, Speed to Answer, and Decline Reasons ― across multiple channels. Building a custom report type with Agent Work as the primary object enables historical and analytical reporting across Omni-Channel and Messaging.
Option A (Omni Supervisor) provides real-time monitoring, not historical data.
Option B (Wallboard) offers operational dashboards, not customizable analytics for historical insights.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain. Salesforce Help: “Report on Agent Work and Omni-Channel Performance.” Salesforce Winter ’23 Release Notes C Agent Work Reporting Enhancements.
A consultant has been hired to integrate a client’s phone system with Salesforce.
What should the consultant consider using for this integration?
- A . Service Cloud Call Center
- B . Lightning Dialer
- C . Service Cloud Softphone Layout
A
Explanation:
When integrating a client’s phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.
Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
• Cases are generated via email, web form, or Experience site.
• Service reps should be able to handle three cases at a time.
• Service reps should be able to choose whether to accept new cases.
• The service rep’s manager should have insight into the rep’s workload.
Which tool should the administrator use to route cases based on the support team’s requirements?
- A . Omni-Channel routing
- B . Case assignment rules
- C . Record-triggered Flow
A
Explanation:
Omni-Channel routing is the Salesforce feature designed for intelligent, skill-based, and capacity-based work distribution.
It meets all of UC’s requirements by:
Automatically routing cases from multiple sources (email, web, Experience Cloud).
Allowing configurable agent capacity (for example, three cases at a time).
Enabling agents to manually accept or decline work via presence configuration.
Providing manager visibility through Omni-Supervisor dashboards for workload monitoring.
Case Assignment Rules (Option B) can route records but lack capacity management and live workload tracking.
Record-triggered Flows (Option C) can automate routing logic but do not provide real-time queue and presence management or agent acceptance capabilities.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Interaction Channels Domain (Omni-Channel routing concepts).
Salesforce Help: “Route Work to Agents with Omni-Channel”.
Salesforce Winter ’23 Release Notes C Omni-Channel Enhancements (capacity-based routing).
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
- A . Einstein Bots
- B . Einstein Article Recommendations
- C . Einstein Reply Recommendations
B
Explanation:
Einstein Article Recommendations analyzes past cases, content usage, and agent activity to automatically suggest the most relevant Knowledge Articles in the Service Console. This reduces search time, improves accuracy, and significantly decreases case resolution times.
Option A (Einstein Bots) automates customer self-service but doesn’t assist agents in article retrieval.
Option C (Einstein Reply Recommendations) provides quick response text for messaging and chats, not knowledge lookup.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Knowledge Management Domain.
Salesforce Help: “Set Up Einstein Article Recommendations.”
Salesforce Winter ’23 Release Notes C Einstein for Service Enhancements (Article
Recommendations).
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
- A . Use Slack for Service for Case Swarming.
- B . Send Email Quick Action to loop in the stakeholders.
- C . Use child Cases to interact with the partner.
A
Explanation:
For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes.