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[General] Accurate Service-Con-201 Answers | Latest Service-Con-201 Test Format

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【General】 Accurate Service-Con-201 Answers | Latest Service-Con-201 Test Format

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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
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 3
  • 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 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
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 6
  • Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 7
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.

Salesforce Certified Service Cloud Consultant Sample Questions (Q240-Q245):NEW QUESTION # 240
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
  • A. Lightning Knowledge
  • B. Custom case actions
  • C. Quick text template
Answer: B
Explanation:
To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.

NEW QUESTION # 241
A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations. CK has multiple departments with disconnected processes and limited documentation. The consultant is preparing for the project kickoff and wants to ensure the engagement begins successfully.
What should the consultant do first to ensure the success of the engagement?
  • A. Begin building a prototype based on assumed best practices.
  • B. Review documentation after the solution design has been completed.
  • C. Schedule interviews with department leaders to gather current process details and pain points.
Answer: C
Explanation:
The first step in any Salesforce Service Cloud implementation is requirements gathering and stakeholder engagement. Scheduling interviews with department leaders ensures that the consultant understands the current processes, pain points, and departmental goals before solution design.
This aligns with Salesforce's Implementation Strategies best practices - to capture business requirements, validate them with stakeholders, and define measurable success criteria before configuration begins.
Option A occurs too late in the process, while Option B risks misalignment with actual business needs.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Implementation Strategies Domain.
Salesforce Project Delivery Framework - Discovery and Requirements Phase.
Salesforce Help: "Engage Stakeholders and Gather Business Requirements."

NEW QUESTION # 242
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
  • A. Review and address Case data issues and set up Einstein Classification Apps.
  • B. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.
  • C. Review and address Case data issues and set up Einstein Article Recommendations.
Answer: A
Explanation:
To leverage AI for predictive insights in Service Cloud, organizations start with Einstein Case Classification and Einstein Case Routing-collectively known as Einstein Classification Apps. These use existing case history to predict field values (like priority, type, or product) based on patterns from previously closed cases.
Before enabling these apps, Salesforce recommends data review and cleanup to ensure high-quality, representative case records. A minimum of at least 1,000 closed cases is required for accurate AI model training.
Option A (Einstein Article Recommendations) supports agent knowledge but doesn't predict case field values.
Option B (Einstein Service AI Grounding) is part of Agentforce's generative response accuracy, not classification.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.
Salesforce Help: "Set Up Einstein Case Classification and Routing."
Salesforce Spring '24 Release Notes - Einstein Classification Apps Enhancements.

NEW QUESTION # 243
A Service Cloud Consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?
  • A. Lightning Dialer
  • B. Service Cloud Softphone Layout
  • C. Service Cloud Voice
Answer: C
Explanation:
Service Cloud Voice is Salesforce's unified telephony solution that integrates phone systems directly into the Service Console. It combines Amazon Connect (or other supported telephony providers) with Salesforce data, offering real-time call transcription, sentiment analysis, and screen pops.
Option A (Softphone Layout) is part of legacy CTI integration, not a modern unified solution.
Option B (Lightning Dialer) supports outbound calling only and lacks enterprise telephony features.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Integrate Telephony Using Service Cloud Voice."
Salesforce Spring '24 Release Notes - Service Cloud Voice Enhancements.

NEW QUESTION # 244
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
  • A. Most Available
  • B. Manual Push
  • C. Least Active
Answer: A
Explanation:
The Most Available routing model in Omni-Channel ensures that the next available agent with the least workload (based on capacity) automatically receives the next case, maintaining an even distribution of work. It can also use skills-based routing to match cases to qualified agents.
Option A (Least Active) prioritizes agents with fewer open tasks but doesn't ensure capacity-based fairness.
Option B (Manual Push) requires supervisors to manually assign cases, which is inefficient.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Configure Routing Models in Omni-Channel."
Salesforce Winter '23 Release Notes - Skills-Based and Capacity-Based Routing Enhancements.

NEW QUESTION # 245
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