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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
Salesforce Certified Service Cloud Consultant Sample Questions:
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
- A. Salesforce Knowledge
- B. Social media
- C. Messaging apps
Correct Answer: C 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
In which of the following scenarios should a consultant use a Screen Flow?
- A. Provide decision-based troubleshooting steps for support reps.
- B. Redirect a support rep to a Knowledge article during case creation.
- C. Transfer a call to another support rep within the Service Console.
Correct Answer: A 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
- A. Configure Case Escalation rules.
- B. Create a Flow with a scheduled path.
- C. Establish Case Assignment rules.
Correct Answer: A 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
- A. Macros
- B. Flow
- C. Quick action
Correct Answer: A 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
- A. Gather organizational vision, map processes, plan for user feedback, and define metrics.
- B. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
- C. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
Correct Answer: C 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
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