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Reliable Service-Con-201 Test Voucher & Exam Service-Con-201 Questions

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Reliable Service-Con-201 Test Voucher & Exam Service-Con-201 Questions

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Our Salesforce Service-Con-201 practice materials compiled by the most professional experts can offer you with high quality and accuracy Salesforce Certified Service Cloud Consultant Service-Con-201 practice materials for your success. Up to now, we have more than tens of thousands of customers around the world supporting our Salesforce exam torrent.
Salesforce Service-Con-201 Exam Syllabus Topics:
TopicDetails
Topic 1
  • 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 2
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 3
  • 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 4
  • 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.

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Salesforce Certified Service Cloud Consultant Sample Questions (Q214-Q219):NEW QUESTION # 214
Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should be able to see which service reps are online, their current presence status, how long they've been logged in, and their capacity utilization for both primary and interruptible work.
Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?
  • A. The Service Reps tab and All Agents subtab
  • B. The Wallboard tab with actionable items
  • C. The Assigned Work tab and Work Summary view
Answer: A
Explanation:
In Omni-Supervisor, the Service Reps tab (and its All Agents subtab) provides real-time visibility into agent availability, presence status, capacity utilization, and login duration. It allows service managers to monitor agent workload across primary and interruptible work types, helping them make data-driven operational decisions.
This functionality directly aligns with the Service Cloud Consultant Exam Guide's Interaction Channels domain, which includes Omni-Channel monitoring and capacity management as key competencies.
Option B (Wallboard) displays overall service metrics but lacks detailed agent-level presence and capacity insights.
Option C (Assigned Work tab) focuses on individual work items and queues, not full agent utilization.
Referenced Salesforce Materials:
Salesforce Help: "Monitor Agents with Omni-Supervisor" (Service Reps tab and All Agents subtab provide real-time presence and workload insights).
Service Cloud Consultant Exam Guide - Interaction Channels Domain (Omni-Channel and Supervisor capabilities).
Salesforce Winter '23 Release Notes - Omni-Supervisor Enhancements.

NEW QUESTION # 215
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
  • A. Use Salesforce Workbench.
  • B. Re-create them manually.
  • C. Use a change set.
Answer: C
Explanation:
The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment.

NEW QUESTION # 216
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
  • A. Knowledge articles with the highest ratings
  • B. Number of Knowledge articles attached to Cases
  • C. Knowledge articles with the most revisions
Answer: B
Explanation:
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.

NEW QUESTION # 217
To help service reps more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a Service Cloud Consultant configure this requirement?
  • A. Add the Knowledge component to the Case Lightning record page.
  • B. Add the Knowledge component to the Case page layout.
  • C. Add the Knowledge related list to the Case record page.
Answer: A
Explanation:
In Lightning Experience, the Knowledge component is used to dynamically display contextually relevant Knowledge Articles on a Case Lightning record page. It automatically surfaces articles related to the case's subject, product, or issue type.
Option A (Knowledge related list) is for Classic and lacks contextual search.
Option C (page layout) does not support embedding dynamic Lightning components.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Knowledge Management Domain.
Salesforce Help: "Add the Knowledge Component to Case Lightning Record Pages." Salesforce Spring '24 Release Notes - Lightning Knowledge Enhancements.

NEW QUESTION # 218
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
  • A. Debug Omni-Channel routing from Setup.
  • B. Open the Omni-Channel Supervisor tab.
  • C. Open the relevant record being routed.
Answer: B
Explanation:
To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.

NEW QUESTION # 219
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