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[General] 2026 Pass-Sure Test Service-Con-201 Discount Voucher | Service-Con-201 100% Free

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【General】 2026 Pass-Sure Test Service-Con-201 Discount Voucher | Service-Con-201 100% Free

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Salesforce Service-Con-201 Exam Syllabus Topics:
TopicDetails
Topic 1
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 2
  • 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 3
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 4
  • 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 5
  • Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 6
  • 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 7
  • 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.

Salesforce Certified Service Cloud Consultant Sample Questions (Q73-Q78):NEW QUESTION # 73
Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed.
Following best practices, how should the admin configure Service Cloud to meet these requirements?
  • A. Use the Actions & Recommendations component to launch flows.
  • B. Define page layouts, record types, and support processes.
  • C. Create a Lightning record page for each record type.
Answer: A
Explanation:
The Actions & Recommendations component is the Salesforce best practice for guiding support reps through issue-specific processes and ensuring Einstein Next Best Action is displayed contextually. It allows admins to embed screen flows or recommended actions directly within the Service Console, enabling reps to collect relevant information and follow standardized steps.
This aligns with the Service Cloud Solution Design domain in the exam guide, which stresses designing intuitive and guided agent experiences.
Option B would fragment the user experience across record pages, making training and navigation difficult.
Option C is part of standard case setup but does not provide guided flows or actionable recommendations for new agents.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.
Salesforce Help: "Guide Agents with the Actions & Recommendations Component".
Salesforce Spring '24 Release Notes - Einstein Next Best Action Enhancements.

NEW QUESTION # 74
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?
  • A. Prioritize the requirements based on the stakeholder who submitted them.
  • B. Prioritize the requirements based on requests from the regions.
  • C. Identify and prioritize the requirements for the minimum viable product.
Answer: C
Explanation:
Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.

NEW QUESTION # 75
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
  • A. Waterfall
  • B. Hybrid
  • C. Agile
Answer: C
Explanation:
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.

NEW QUESTION # 76
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
  • A. Einstein Bots
  • B. Slack Connect
  • C. Service GPT
Answer: A
Explanation:
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.

NEW QUESTION # 77
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
  • A. Create a review board to evaluate and manage Knowledge articles.
  • B. Develop custom Knowledge reports and dashboards.
  • C. Install the Knowledge Base Dashboards & Reports AppExchange package.
Answer: C
Explanation:
To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards & Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.

NEW QUESTION # 78
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