Practice Free Service-Con-201 Exam Online Questions
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
- A . Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
- B . Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
- C . Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
A
Explanation:
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.
Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.
- A . Use the Salesforce Metadata API via Workbench to deploy the permission sets.
- B . Deploy the permission sets using an outbound change set from sandbox to production.
- C . Manually recreate the permission sets directly in production to ensure accuracy.
B
Explanation:
The recommended Salesforce best practice for moving configuration components such as permission sets between environments is using Change Sets. This ensures traceability, version control, and alignment with Salesforce’s deployment governance model.
Option A (Metadata API via Workbench) is viable for advanced use cases but not the standard, auditable process for consultants following formal deployment practices.
Option C (manual recreation) risks human error and lacks traceability.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Implementation Strategies Domain. Salesforce Help: “Deploy Permission Sets Using Change Sets.” Salesforce Deployment Best Practices Guide.
Cloud Kicks’ customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
- A . Configure a Visual Remote Assistant.
- B . Create an Einstein Bot.
- C . Build a Screen Flow.
B
Explanation:
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
- A . Trailhead
- B . Einstein Next Best Action
- C . Experience Cloud site
A
Explanation:
For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization’s processes.
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
- A . Prepare, Plan, Test, Validate, Execute
- B . Plan, Prepare, Execute, Test, Validate
- C . Plan, Prepare, Test, Execute, Validate
C
Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
To help service reps more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a Service Cloud Consultant configure this requirement?
- A . Add the Knowledge related list to the Case record page.
- B . Add the Knowledge component to the Case Lightning record page.
- C . Add the Knowledge component to the Case page layout.
B
Explanation:
In Lightning Experience, the Knowledge component is used to dynamically display contextually relevant Knowledge Articles on a Case Lightning record page. It automatically surfaces articles related to the case’s subject, product, or issue type.
Option A (Knowledge related list) is for Classic and lacks contextual search.
Option C (page layout) does not support embedding dynamic Lightning components.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Knowledge Management Domain. Salesforce Help: “Add the Knowledge Component to Case Lightning Record Pages.” Salesforce Spring ’24 Release Notes C Lightning Knowledge Enhancements.
Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
- A . Configure and activate Duplicate Management.
- B . Grant "View All Data" and instruct them to search.
- C . Implement Apex triggers for Contact.
A
Explanation:
To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce’s built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like "View All Data."
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?
- A . Add "updated" to the name of the new article.
- B . Use Smart Link to Article to select the prior version.
- C . Select the Flag as new version checkbox when publishing.
C
Explanation:
To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
- A . Execute a macro
- B . Navigate a Screen Flow.
- C . Leverage Einstein Case Wrap-Up.
A
Explanation:
To efficiently create multiple activities related to the new partner onboarding process, executing a macro is a cost-effective method. Macros automate repetitive tasks, allowing agents to quickly generate the required activities for each step of the onboarding process, saving time and reducing manual effort.
Universal Containers (UC) frequently receives complex customer issues that require retrieving information from internal knowledge articles not tagged with individual fields. UC needs a service that can process this data and provide accurate, grounded responses.
What should the Service Cloud Consultant recommend?
- A . Agentforce for Service and Agentforce Data Library.
- B . Einstein Bots and Article Answers feature.
- C . Apex layer that fetches data in real-time from multiple data sources.
A
Explanation:
Agentforce for Service―combined with the Agentforce Data Library―is designed to deliver accurate, generative, and grounded responses by leveraging unstructured and structured content (like Knowledge Articles) without needing predefined field tags. The Data Library allows the AI to retrieve and verify responses against trusted, internal data sources, ensuring factual accuracy and compliance.
Option B (Einstein Bots + Article Answers) handles FAQ-style interactions and structured tagging but lacks grounding in unstructured data.
Option C (Apex layer) requires extensive custom development and does not leverage generative AI capabilities or grounding mechanisms.
Referenced Salesforce Materials:
Salesforce Spring ’24 Release Notes C Agentforce for Service: Data Library and Grounded AI Enhancements.
Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Ground Agentforce Responses with the Data Library.”