Practice Free Service-Con-201 Exam Online Questions
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?
- A . Add History to the Utility bar.
- B . Create a custom dashboard.
- C . Keep all cases open in tabs.
A
Explanation:
For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.
A Service Cloud consultant has recently implemented a public Knowledge base.
- A . Monthly case volume
- B . First call resolution
- C . Average case resolution time
A
Explanation:
Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.
Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.
Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact. Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain.
Salesforce Help: “Measure Knowledge Base Effectiveness Using Case Deflection Metrics.”
Salesforce Trailhead: “Reduce Case Volume Through Self-Service Knowledge.”
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
- A . Add the Account object to Recent Items utility.
- B . Include the History utility in the console app.
- C . Mention the case number in a Chatter group.
C
Explanation:
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce’s social collaboration features, allowing for real-time communication and problem-solving among team members.
Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?
- A . On-Demand Email-to-Case
- B . Heroku Connect
- C . Email-to-Case
A
Explanation:
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.
A large retail company wants to optimize its customer service operations by using AI to analyze conversation transcripts across all service channels. The goal is to extract common contact reasons, predict customer sentiment, and deliver personalized recommendations to service reps during live interactions.
Which solution should a Service Cloud Consultant use to meet these requirements?
- A . Use Einstein Article Recommendations to suggest knowledge articles based on historical case topics, and enable Chat Transcripts for service rep review.
- B . Use Data Cloud to unify transcript metadata, loyalty, and service data to generate calculated insights and sentiment-based recommendations for service reps and supervisors.
- C . Enable Omni-Channel and use Service Analytics dashboards to monitor volume and service rep activity across channels in real time.
B
Explanation:
Salesforce Data Cloud (Customer Data Platform) provides capabilities to unify structured and unstructured data sources such as chat and voice transcripts, loyalty programs, and service records. Through this unified data model, organizations can generate calculated insights, apply AI-driven sentiment analysis, and deliver personalized, predictive recommendations within Service Cloud and Agentforce experiences.
This use case aligns directly with Service Cloud + Data Cloud integration, as highlighted in the Spring ’24 Release Notes, which introduced transcript unification and sentiment scoring for AI-powered service operations.
Option A focuses on static article recommendations, which do not analyze conversation data or sentiment.
Option C provides operational metrics via analytics dashboards but does not deliver AI-driven recommendations or sentiment analysis.
Referenced Salesforce Materials:
Salesforce Spring ’24 Release Notes C Data Cloud for Service Enhancements (transcript sentiment analysis and calculated insights).
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain (analytics, AI, and real-time insight integration).
Salesforce Help: “Unify Conversation Data in Data Cloud for Real-Time Service Intelligence”.
Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers’ sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.
What should the consultant recommend?
- A . Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.
- B . Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.
- C . Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.
C
Explanation:
Salesforce Service Cloud Voice provides features to protect customers’ sensitive data and ensure privacy during voice calls. One such feature is the ability for agents to pause and resume call recordings when sensitive information is being exchanged. This functionality is controlled through Sensitive Data Rules, which can be configured to allow agents to manually pause and resume recordings during a call.
This approach ensures that sensitive information is not stored in call recordings, aligning with privacy requirements and compliance standards. Additionally, it allows the organization to continue recording calls for training and quality assurance purposes, excluding only the sensitive segments. Genesys Cloud Resource Center
Reference: Salesforce Help: Let Agents Pause and Resume Voice Call Recordings
https: //help.salesforce.com/s/articleView?id=sf.voice_pt_setup_control_call_recording.htm&language=en_US&type=5
Salesforce Developer Guide: Call Recordings | Service Cloud Voice for Partner Telephony
https: //developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
- A . Email-to-Case
- B . Web-to-Case
- C . Slack Connect
B
Explanation:
To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend?
- A . Ask the customer to send the PDF via email.
- B . Use File Preview in the chat.
- C . Download the PDFs from the chat.
B
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
- A . Create reports from Cases and display on a dashboard.
- B . Migrate the data to a data lake and request a dashboard.
- C . Use Einstein Analytics for Service Cloud,
C
Explanation:
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.
A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages.
Which steps did the consultant most likely miss in the configuration process?
- A . Editing the Omni-Channel Flow to route the conversation to the new AI agent.
- B . Configuring the standard Escalation Topic and actions in Agent Builder.
- C . Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site.
C
Explanation:
For Agentforce Service Agent to function in a Messaging or Experience Cloud channel, it must be explicitly assigned to the embedded messaging component. This links the deployed AI agent to the chat widget, ensuring that customer messages are routed correctly to the configured Service Agent.
If this step is missed, the AI agent will not receive or respond to messages.
Option A (editing the Omni-Channel Flow) controls routing for human agents, not the AI Service Agent.
Option B (configuring topics) affects conversation logic but not message delivery or agent linkage.
Referenced Salesforce Materials:
Salesforce Spring ’24 Release Notes C Agentforce Service Agent Deployment Steps. Service Cloud Consultant Exam Guide C Interaction Channels Domain. Salesforce Help: “Assign an Agentforce Service Agent to Embedded Messaging.”