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Study Service-Con-201 Reference & Latest Service-Con-201 Learning Materials

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Study Service-Con-201 Reference & Latest Service-Con-201 Learning Materials

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Our Salesforce Service-Con-201 real test can bring you the most valid and integrated content to ensure that what you study with is totally in accordance with the real Salesforce Service-Con-201 Exam. And we give sincere and suitable after-sales service to all our customers to provide you a 100% success guarantee to pass your exams on your first attempt.
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
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 3
  • 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 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
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.

Salesforce Service-Con-201 Practice Test - The Secret To Overcome Exam AnxietyThe Salesforce Certified Service Cloud Consultant (Service-Con-201) dumps PDF file can be used from any location and at any time. Furthermore, you can take print of Salesforce Questions PDF to do an off-screen study. The web-based Service-Con-201 practice exam can be taken via the internet from any browser like Firefox, Safari, Opera, MS Edge, Internet Explorer, and Chrome. You don't need to install any excessive plugins and software to take this Salesforce Certified Service Cloud Consultant (Service-Con-201) practice test.
Salesforce Certified Service Cloud Consultant Sample Questions (Q91-Q96):NEW QUESTION # 91
Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated.
What should a consultant recommend to meet the requirement?
  • A. Use a Flow.
  • B. Use a macro.
  • C. Use an Einstein Bot.
Answer: A
Explanation:
A Flow (specifically, a record-triggered or platform event-triggered Flow) can be configured to automatically populate or update a custom field on a Messaging Session record when a session is created. The Flow can reference session attributes, such as the originating URL or other metadata, to set the correct value dynamically.
Option B (Einstein Bot) can capture conversation input but cannot directly write or update Messaging Session fields.
Option C (Macro) automates agent actions in the console, not background data population or automation on messaging objects.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Automate Messaging Session Field Updates with Flow."
Salesforce Spring '24 Release Notes - Messaging Automation Enhancements.

NEW QUESTION # 92
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
  • A. Implement Case Swarming.
  • B. Implement Skills-Based Routing.
  • C. Implement Einstein Bots.
Answer: C
Explanation:
For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

NEW QUESTION # 93
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
  • A. Einstein Chat Bot
  • B. Service Cloud Voice
  • C. Digital Engagement
Answer: C
Explanation:
Salesforce Digital Engagement enables real-time customer interactions across various digital channels, including web chat, SMS, WhatsApp, Facebook Messenger, and more. This feature allows support agents to communicate with customers seamlessly, whether they're using computers or mobile devices.
Key Features:
Omnichannel Support:Integrates multiple communication channels into a unified platform, ensuring consistent customer experiences.
Real-Time Communication:Facilitates immediate interactions between customers and support agents, enhancing responsiveness.
AI-Powered Chatbots:Utilizes Einstein Bots to handle routine inquiries, freeing up agents for more complex issues.
Unified Agent Consolerovides agents with a consolidated view of customer interactions across all channels, improving efficiency.
By implementing Digital Engagement, Universal Containers can meet its goal of providing real-time support to customers on their preferred devices and platforms.
Reference:
https://www.salesforce.com/servi ... force+3Salesforce+3
https://help.salesforce.com/s/ar ... mp;type=5Salesforce

NEW QUESTION # 94
A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages.
Which steps did the consultant most likely miss in the configuration process?
  • A. Configuring the standard Escalation Topic and actions in Agent Builder.
  • B. Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site.
  • C. Editing the Omni-Channel Flow to route the conversation to the new AI agent.
Answer: B
Explanation:
For Agentforce Service Agent to function in a Messaging or Experience Cloud channel, it must be explicitly assigned to the embedded messaging component. This links the deployed AI agent to the chat widget, ensuring that customer messages are routed correctly to the configured Service Agent.
If this step is missed, the AI agent will not receive or respond to messages.
Option A (editing the Omni-Channel Flow) controls routing for human agents, not the AI Service Agent.
Option B (configuring topics) affects conversation logic but not message delivery or agent linkage.
Referenced Salesforce Materials:
Salesforce Spring '24 Release Notes - Agentforce Service Agent Deployment Steps.
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Assign an Agentforce Service Agent to Embedded Messaging."

NEW QUESTION # 95
Universal Containers provides phone support to customers. The abandoned call rate has been high in recent months.
Which solution should a Service Cloud Consultant recommend to address the issue?
  • A. Configure and set up Service Swarming in Slack.
  • B. Enable contact requests and queue callbacks.
  • C. Create case assignment rules for service rep routing.
Answer: B
Explanation:
Queue callbacks and contact requests are features of Service Cloud Voice and Omni-Channel, allowing customers to request a callback instead of waiting on hold. This reduces abandoned call rates and improves the customer experience by letting them maintain their place in the queue.
Option A (case assignment rules) applies to internal case routing, not telephony wait management.
Option B (Service Swarming) helps with collaboration but doesn't address abandoned calls.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Reduce Abandon Rates Using Queue Callbacks in Service Cloud Voice." Salesforce Spring '24 Release Notes - Contact Center Enhancements and Callback Functionality.

NEW QUESTION # 96
......
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