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Salesforce Service-Con-201 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Exam Duration: | 105 minutes |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Price: | USD 200 |
| Certificate Validity Period: | Maintenance required with each release cycle |
| Passing Score: | 68% |
| Available Languages: | English, Japanese |
| Related Certifications: | Salesforce Certified Administrator |
| Real Exam Qty: | 60 |
| Sample Questions: | Salesforce Service-Con-201 Sample Questions |
| Exam Way: | Online (Proctored) or Onsite (Proctored) |
| Pre Condition: | Recommended 2-5 years of experience designing and implementing service solutions. Salesforce Certified Administrator credential is a prerequisite. |
| Official Syllabus URL: | https://trailhead.salesforce.com/en/credentials/servicecloudconsultant |
Salesforce Service-Con-201 Exam Syllabus Topics:
| Topic | Details |
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201
Salesforce Certified Service Cloud Consultant Sample Questions:
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. Map specific fields from Knowledge articles to predefined questions.
- C. Use the LLM ' s global Knowledge data set to restructure UC ' s data.
Correct Answer: A 🗳️
Explanation: Only visible for BraindumpQuiz members. You can sign-up / login (it's free).
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
- A. Use Escalation Rules to assign the case to a case queue.
- B. Use auto-response rules to send an email to the customer.
- C. Use Flow Builder to send an email to the customer.
Correct Answer: C 🗳️
Explanation: Only visible for BraindumpQuiz members. You can sign-up / login (it's free).
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
- A. Manual Push
- B. Least Active
- C. Most Available
Correct Answer: C 🗳️
Explanation: Only visible for BraindumpQuiz members. You can sign-up / login (it's free).
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
- A. Case History report grouped by Call Center
- B. Dynamic Dashboard grouped by Call Center
- C. Case report grouped by Call Center
Correct Answer: B 🗳️
Explanation: Only visible for BraindumpQuiz members. You can sign-up / login (it's free).
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. Create a custom tab that displays a search page from the billing system.
- B. Integrate payment data into Salesforce from the billing system using custom objects.
- C. Configure Salesforce Connect and External Objects to the billing system.
Correct Answer: C 🗳️
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