Salesforce Certified Service Cloud Consultant - Service-Con-201 Exam Practice Test

Question 1

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

A. Explain that community users can access the site through a web browser.

B. Create two custom mobile apps, one for Apple and the other for Android.

C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

Correct Answer: C

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Question 2

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

A. Einstein Chat Bot

B. Digital Engagement

C. Service Cloud Voice

Correct Answer: B

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Question 3

Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responses to customer inquiries by leveraging their vast repository of internal knowledge articles, which includes both structured fields and unstructured text.
How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responses using this company's data?

A. Use Agentforce Data Library with Knowledge to ground the AI agent.

B. Use the LLM's global Knowledge data set to restructure UC's data.

C. Map specific fields from Knowledge articles to predefined questions.

Correct Answer: A

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Question 4

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

A. Standard Email-to-Case with assignment rules

B. Standard Web-to-Case with assignment rules

C. Omni-Channel with prioritized queues

Correct Answer: B

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Question 5

Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?

A. Instruct users to uncheck the "Send notification email" checkbox when changing the owner.

B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.

C. Create a screen flow to change the case owner and bypass the new ownership email.

Correct Answer: B

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Question 6

Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?

A. Configure custom logging and capacity alerts in Omni-Channel Flow.

B. Use the capabilities within Omni Supervisor.

C. Create a custom report type with inline editing.

Correct Answer: B

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Question 7

A large appliance company wants to reduce case volume by handling common customer inquiries such as order tracking, appointment rescheduling, and basic troubleshooting through an AI solution. The company requires the solution to:
* Automatically retrieve real-time order and appointment data via custom APIs.
* Offer dynamic reasoning to handle varied and complex phrasing from customers.
* Be fully extensible with memory and decision-making capabilities during multi-turn conversations.

A. Agentforce Service Agent

B. Agentforce Employee Agent

C. Einstein Bot

Correct Answer: A

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Question 8

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A. Tailoring the objects to expose specific customer data

B. Enhancing user profiles for customer services

C. Optimizing the user interface for improved usability

Correct Answer: C

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Question 9

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?

A. Allow agents to create and publish articles independently.

B. Use the Search Activity Gaps dashboard component.

C. Detach articles from cases to reset statistics.

Correct Answer: B

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Question 10

Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

A. Escalation Rules

B. Path for Cases

C. Slack message

D. Case Comments

Correct Answer: B

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Question 11

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. Create a custom dashboard.

B. Add History to the Utility bar.

C. Keep all cases open in tabs.

Correct Answer: B

Explanation: Only visible for Actualtests4sure members. You can sign-up / login (it's free).

Question 12

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

A. Prepare macros.

B. Create multiple console layouts.

C. Train on keyboard shortcuts.

Correct Answer: B

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Question 13

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. Service Cloud Softphone Layout

C. Lightning Dialer

Correct Answer: A

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Question 14

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

A. Review and address Case data issues and set up Einstein Article Recommendations.

B. Review and address Case data issues and set up Einstein Classification Apps.

C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

Correct Answer: B

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Salesforce Certified Service Cloud Consultant - Service-Con-201 Exam Practice Test

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