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[General] Service-Con-201 Vce Files, Service-Con-201 Test Quiz

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【General】 Service-Con-201 Vce Files, Service-Con-201 Test Quiz

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Salesforce Service-Con-201 Exam Syllabus Topics:
TopicDetails
Topic 1
  • Intake and Interaction Channels: This domain addresses designing intake channels, recommending interaction channels, understanding configuration best practices, and implementing AI agents and agentic service capabilities.
Topic 2
  • 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 3
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 4
  • Implementation Strategies: This domain focuses on consulting engagement participation, deployment and training recommendations, and considerations for data migration, quality, governance, and large data volumes.
Topic 5
  • 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 6
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 7
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.

Salesforce Service-Con-201 Test Quiz & Service-Con-201 Test PatternIt is not hard to know that Salesforce Certified Service Cloud Consultant torrent prep is compiled by hundreds of industry experts based on the syllabus and development trends of industries that contain all the key points that may be involved in the examination. Therefore, with Service-Con-201 exam questions, you no longer need to purchase any other review materials, and you also don’t need to spend a lot of money on tutoring classes. At the same time, Service-Con-201 Test Guide will provide you with very flexible learning time in order to help you pass the exam.
Salesforce Certified Service Cloud Consultant Sample Questions (Q249-Q254):NEW QUESTION # 249
Which solution should a consultant design so the average number of days that Cases stay open can be easily reported?
  • A. Use the standard Case Age field on the report.
  • B. Create a formula field on the report to show Case Days Open.
  • C. Create a formula field to calculate the days and use the field in the report.
Answer: C
Explanation:
To accurately calculate and report how long cases stay open, a custom formula field should be created on the Case object (for example, TODAY() - CreatedDate for open cases, and ClosedDate - CreatedDate for closed ones). This field can then be included in standard or custom reports.
Option A (Case Age field) only measures the duration for currently open cases and does not calculate for closed cases.
Option B (formula on the report) is not supported in Salesforce standard reporting capabilities.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
Salesforce Help: "Create a Formula Field to Track Case Duration."
Salesforce Trailhead: "Build Reports on Case Duration and Age Metrics."

NEW QUESTION # 250
Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant is having trouble locating the "Accounts with Entitlements with Contacts" and "Service Contracts with Contract Line Items" custom report types.
What should the consultant do to troubleshoot?
  • A. Verify that entitlement management is enabled.
  • B. Verify that Historical Trend Reporting is enabled.
  • C. Verify that Salesforce Knowledge is enabled.
Answer: A
Explanation:
The report types "Accounts with Entitlements with Contacts" and "Service Contracts with Contract Line Items" are only available when Entitlement Management is enabled in the org.
These report types are used to analyze service contracts, entitlements, and related customer data-key elements of Entitlement Management in Service Cloud.
If this feature is disabled, related objects and reports are hidden.
Option A (Salesforce Knowledge) and Option C (Historical Trend Reporting) are unrelated to entitlement or contract-based report types.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Integration and Data Management Domain.
Salesforce Help: "Enable Entitlement Management and Access Report Types".
Salesforce Winter '23 Release Notes - Entitlement Management Enhancements.

NEW QUESTION # 251
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Service reps need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
  • A. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications.
  • B. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.
  • C. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.
Answer: B
Explanation:
The Service Cloud Consultant Study Guide - Service Cloud Solution Design domain recommends using Case Teams to facilitate collaboration on cases among different departments. Case Teams allow multiple users or roles to work together on a single case, improving visibility and coordination between service and product development teams.
To meet the requirement of alerting the product development team on high-priority cases, the best practice is to use Salesforce Flow (or Process Automation tools) to automatically send notifications, create tasks, or post updates to collaboration tools such as Slack or Chatter when criteria are met (for example, "Priority = High" and "Product = X").
Escalation Rules are designed for time-based escalation to higher support tiers, not for notifying specific departments. Account Teams facilitate collaboration at the account level, not on specific cases, making them unsuitable for case-specific alerts.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain (collaboration and automation design considerations).
Salesforce Help: "Set Up Case Teams" (enables collaboration among different users on cases).
Salesforce Help: "Build Automated Notifications with Flow" (describes how to notify users when case conditions are met).

NEW QUESTION # 252
Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications.
Which feature is needed to connect the AI agent to the Salesforce Knowledge base?
  • A. Agentforce Data Library
  • B. Knowledge component in Experience Builder
  • C. Einstein Search for Knowledge
Answer: A
Explanation:
The Agentforce Data Library is the key feature that connects Agentforce Service Agent to trusted, structured data sources such as Salesforce Knowledge. It allows grounding of the AI agent's generative responses on company-verified knowledge articles, ensuring accuracy and trustworthiness when the agent answers complex or technical customer queries (such as product dimensions and specifications).
This configuration ensures that the AI references internal, structured Knowledge data fields rather than generating unverified responses.
Option B (Einstein Search for Knowledge) enhances search results but does not integrate with AI grounding.
Option C (Knowledge component in Experience Builder) only exposes articles to users-it does not enable generative AI to query or reference the Knowledge base.
Referenced Salesforce Materials:
Salesforce Spring '24 Release Notes - Agentforce Data Library Enhancements for Knowledge Grounding.
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Connect Agentforce Data Library with Salesforce Knowledge."

NEW QUESTION # 253
Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.
  • A. Create a record-triggered Flow.
  • B. Create an Omni-Flow.
  • C. Create an IP blocking rule.
Answer: A
Explanation:
A record-triggered Flow can be used to automatically update or restrict future messaging access when a customer's record (for example, contact or messaging session) meets specific criteria-such as detecting abusive behavior or a flag field being set. This automation can block or flag future messaging sessions at the data level.
Option A (IP blocking) is not supported natively in Salesforce Messaging.
Option B (Omni-Flow) manages work routing, not user eligibility for channel access.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Automate Messaging Restrictions Using Record-Triggered Flows." Salesforce Spring '24 Release Notes - Messaging Controls and Automation Enhancements.

NEW QUESTION # 254
......
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Posted at 1 hour before        Only Author  2#
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