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Salesforce Service-Con-201 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Case Management: This domain covers designing end-to-end case management solutions, implementing case deflection strategies, configuring entitlements, milestones, SLAs, and understanding Service Cloud automation capabilities.
Topic 2
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 3
  • Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 4
  • Service Cloud Solution Design: This domain involves designing solutions that balance capabilities, limitations, and trade-offs for service reps and customers while meeting data security and compliance requirements.
Topic 5
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.

Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201

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Salesforce Certified Service Cloud Consultant Sample Questions:

Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

  • A. deg -Demand Email-to-Case
  • B. Email relay
  • C. Email-to-Case
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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

A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud.
What should a Service Cloud Consultant recommend exploring?

  • A. A connected application with the Jira Integration settings for Customer Service Incident Management
  • B. An AppExchange package for Incident Management and a package for Jira Connection
  • C. Salesforce Customer Service Incident Management with Jira through MuleSoft Composer
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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

Cloud Kicks ' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?

  • A. Configure a Visual Remote Assistant.
  • B. Build a Screen Flow.
  • C. Create an Einstein Bot.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

  • A. Original creation date and total number of article views in the last year
  • B. Last modified date and terms searched frequently in the last year
  • C. Last modified date and total number of article view in the last year
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

  • A. Team leaders
  • B. VP of service
  • C. Dashboard viewer
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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