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Salesforce Service-Con-201 Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201
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Salesforce Certified Service Cloud Consultant Sample Questions:
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 first contact resolution time
- B. Reduced post-interaction time
- C. Reduced issue resolution time
Correct Answer: C 🗳️
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Universal Containers needs to provide contact center agents with access to a customer ' s payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
- A. Integrate payment data into Salesforce from the billing system using custom objects.
- B. Create a custom tab that displays a search page from the billing system.
- C. Configure Salesforce Connect and External Objects to the billing system.
Correct Answer: C 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
- A. Auto-Response Rules
- B. Entitlements and Milestones
- C. Escalation Rules
Correct Answer: B 🗳️
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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. Slack Connect
- C. Web-to-Case
Correct Answer: C 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
- A. Account teams
- B. Case teams
- C. Case swarms
Correct Answer: B 🗳️
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