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Service-Cloud-Consultant Salesforce Certified Service cloud consultant (Service-Con-201) Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (Service-Con-201) certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

A.

Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B.

Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C.

Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Which advantage does Salesforce provide with the OpenCTI framework?

A.

Developers can Integrate with any telephony platform available with minimal need for customization.

B.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

C.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.

Which solution should a consultant recommend to meet the requirement?

A.

Implement an Apex solution.

B.

Use a third-party app from AppExchange.

C.

Use custom case assignment rules.

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.

Service Cloud Voice

C.

Digital Engagement

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,

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.

Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

A.

Case Auto-Response Rule

B.

Einstein Service Replies

C.

Salesforce Messaging

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

A.

Create a dashboard using Reporting Snapshots.

B.

Create a dashboard for each support manager.

C.

Create a Dynamic Dashboard.

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

A.

Use custom labels to manage quick text translations.

B.

Share a folder with quick text for each translation.

C.

Share each quick text individually to Public Groups.

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.

Optimizing the user interface for improved usability

B.

Tailoring the objects to expose specific customer data

C.

Enhancing user profiles for customer services

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

A.

Set up escalation rules.

B.

Set up self-service Knowledge.

C.

Set up assignment rules and case queues.

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

A.

Case auto-response rule

B.

OmniStudio

C.

Salesforce Chat

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from

the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

A.

Identify and prioritize the requirements for the minimum viable product.

B.

Prioritize the requirements based on the stakeholder who submitted them.

C.

Prioritize the requirements based on requests from the regions.

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the

relevant information more quickly.

Which feature should the consultant recommend?

A.

Einstein Bots 27: B is correct answer

B.

Einstein Article Recommendations

C.

Einstein Reply Recommendations

At Universal Containers, support agents need to verify that customers are eligible to receive

support when they create the case.

Where can a support agent verify that a customer is allowed to receive support?

A.

Milestones

B.

Entitlements

C.

{0} Actions

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.

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.

Which solution should the consultant advise that service supervisors use to meet these requirements?

A.

Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.

B.

Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

C.

Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

A.

Execute a macro

B.

Navigate a Screen Flow.

C.

Leverage Einstein Case Wrap-Up.

Cloud Kicks' development team must manage multiple projects that compete for limited

resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

A.

Test

B.

Design

C.

Enablement

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