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[Hardware] Service-Con-201 Latest Exam Online | Reliable Service-Con-201 Exam Sample

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【Hardware】 Service-Con-201 Latest Exam Online | Reliable Service-Con-201 Exam Sample

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Salesforce Service-Con-201 Exam Syllabus Topics:
TopicDetails
Topic 1
  • 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 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
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
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
  • 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
  • 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.

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Salesforce Certified Service Cloud Consultant Sample Questions (Q65-Q70):NEW QUESTION # 65
Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases?
  • A. Omni-Channel Supervisor tab
  • B. Omni-Channel Analytics
  • C. Omni-Channel Utility component
Answer: A
Explanation:
The Omni-Channel Supervisor tab provides real-time visibility into agent presence, capacity, and workload within the Lightning Service Console. Managers can view which agents are available, their online duration, and how many work items they are handling.
This tool is essential for real-time workforce management and case distribution visibility.
Option A (Omni-Channel Utility) is for agents to manage their own status, not for managerial monitoring.
Option B (Omni-Channel Analytics) offers historical insights, not live agent availability.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Monitor Agents in Real Time with the Omni-Channel Supervisor Tab".
Salesforce Winter '23 Release Notes - Omni-Supervisor Enhancements.

NEW QUESTION # 66
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
  • A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
  • B. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
  • C. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
Answer: C
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.

NEW QUESTION # 67
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
  • A. Web-to-Case
  • B. Slack Connect
  • C. Email-to-Case
Answer: A
Explanation:
To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.

NEW QUESTION # 68
Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking.
What should the consultant keep in mind when working on this report type?
  • A. The User and New Value fields are available for viewing only.
  • B. The Old Value and New Value fields are available for viewing only.
  • C. The Data Type and New Value fields are available for viewing only.
Answer: B
Explanation:
In a Case History report, Salesforce tracks field changes for any fields that have field history tracking enabled. For each tracked field, the Old Value and New Value are recorded, providing an audit trail of how and when data changed. These two fields - Old Value and New Value - are available for viewing only and cannot be edited or updated.
This report helps service managers analyze how cases evolve over time and identify process bottlenecks or data integrity issues.
Option A is incorrect because "Data Type" is not a tracked field in history reports.
Option B is incorrect because the "User" field (who made the change) is editable in user management, not view-only within this report type.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
Salesforce Help: "Case History Reports and Field History Tracking Behavior." Salesforce Trailhead: "Track Field History for Auditing and Reporting."

NEW QUESTION # 69
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
  • A. Flow Orchestrator
  • B. Omni-Channel Supervisor
  • C. Chatter
Answer: B
Explanation:
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

NEW QUESTION # 70
......
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