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.
Total 197 questions
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?
Which advantage does Salesforce provide with the OpenCTI framework?
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?
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?
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?
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?
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?
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?
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?
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?
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
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?
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?
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?
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?
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?
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?
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?
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?
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?
Total 197 questions