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Title: Premium Salesforce Service-Con-201 Files, Reliable Service-Con-201 Exam Dumps [Print This Page]
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Title: Premium Salesforce Service-Con-201 Files, Reliable Service-Con-201 Exam Dumps
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Salesforce Certified Service Cloud Consultant Sample Questions (Q165-Q170):NEW QUESTION # 165
Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently.
How can the Support Manager meet these requirements?
Answer: A
Explanation:
According to Salesforce Implementation Best Practices, for complex Service Cloud rollouts (including Case, Knowledge, and Omni-Channel), the optimal approach is to:
Conduct role-based, hands-on training focused on real-life scenarios.
Use a phased rollout strategy, starting with a pilot group to collect feedback and refine processes before full deployment.
This minimizes disruption, builds confidence, and supports adoption across varying skill levels.
Option B and C lack structure, training depth, and change management alignment.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Implementation Strategies Domain.
Salesforce Help: "lan User Enablement and Phased Rollouts."
Salesforce Project Delivery Framework - Adoption and Training Best Practices.

NEW QUESTION # 166
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Answer: B
Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.

NEW QUESTION # 167
In which of the following scenarios should a consultant use a Screen Flow?
Answer: B
Explanation:
Screen Flows are used in Salesforce to guide users through interactive, decision-based processes. For example, a Screen Flow can present troubleshooting questions and next steps to support reps, dynamically adapting based on responses. This allows for consistent issue resolution and knowledge capture.
Option B (call transfer) is handled through Omni-Channel or CTI features, not Flow.
Option C (redirecting to Knowledge) can be done with console components or Einstein Article Recommendations, not a Screen Flow.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.
Salesforce Help: "Use Screen Flows for Guided Troubleshooting and Agent Assistance." Salesforce Trailhead: "Build Guided Service Flows."

NEW QUESTION # 168
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
Answer: B
Explanation:
To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

NEW QUESTION # 169
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
What should the Service Cloud Consultant recommend to deliver a successful implementation?
Answer: B
Explanation:
The Agile methodology emphasizes iterative development, continuous stakeholder feedback, and incremental delivery. For a Service Cloud implementation, this means defining a prioritized backlog of user stories and adapting deliverables based on real-world testing and evolving business needs.
Option A and B represent Waterfall-style approaches that define all requirements upfront without iteration.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Implementation Strategies Domain.
Salesforce Project Delivery Framework - Agile Implementation Practices.
Salesforce Trailhead: "Deliver Salesforce Projects Using Agile."

NEW QUESTION # 170
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