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[Hardware] Service-Con-201 Learning Question Materials Make You More Prominent Than Others

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【Hardware】 Service-Con-201 Learning Question Materials Make You More Prominent Than Others

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Salesforce Service-Con-201 Exam Syllabus Topics:
TopicDetails
Topic 1
  • Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 2
  • Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
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
  • Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 5
  • 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 6
  • Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.

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Salesforce Certified Service Cloud Consultant Sample Questions (Q200-Q205):NEW QUESTION # 200
Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions.
Which use case could an out-of-the-box AI agent address with no changes to topics?
  • A. Guiding a customer through the process of filing a warranty claim for a damaged shipping container and scheduling an on-site inspection.
  • B. Enabling a customer to check real-time stock levels for a specific container model across multiple distribution centers.
  • C. Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.
Answer: C
Explanation:
Agentforce for Service includes standard topics out-of-the-box that cover core customer service interactions such as:
Account and Case Management (viewing or creating support tickets),
Knowledge-Based Question Answering, and
General Information Inquiry Topics.
Option C - Answering a question about insurance policy and enabling the customer to open a new support ticket - fits within these standard topics without requiring customization. The Service Agent can automatically retrieve policy information from Salesforce Knowledge and launch the standard "Open Case" topic for ticket creation.
Option A (warranty claims and inspection scheduling) and B (real-time stock level lookup) require custom topics and actions, as they depend on external integrations and unique business processes beyond standard Service Agent scope.
Referenced Salesforce Materials:
Salesforce Spring '24 Release Notes - Agentforce for Service: Standard Topics Overview.
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Use Standard Topics in Agentforce for Common Customer Service Scenarios."

NEW QUESTION # 201
Cloud Kicks would like to add a WhatsApp channel to its available support channels.
What should the Service Cloud Consultant consider?
  • A. Group WhatsApp chats are not supported.
  • B. Queue-based routing is not supported.
  • C. Emojis, polls, and quick text are not supported.
Answer: A
Explanation:
Salesforce's WhatsApp Messaging Channel, powered by Digital Engagement, supports one-to-one, session-based communication between a customer and an agent. However, group WhatsApp chats are not supported-each interaction must occur within a single customer conversation thread.
This limitation ensures compliance, privacy, and tracking accuracy across digital channels.
Other features like emojis, quick text, and queue-based routing are fully supported via Omni-Channel configuration.
Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Set Up WhatsApp Messaging in Salesforce".
Salesforce Spring '24 Release Notes - Digital Engagement Enhancements (WhatsApp Support).

NEW QUESTION # 202
At Universal Containers, support reps need to verify that customers are eligible to receive support when they create the case.
Where can a support rep verify that a customer is allowed to receive support?
  • A. Actions
  • B. Entitlements
  • C. Milestones
Answer: B
Explanation:
Entitlements define what kind of support a customer is eligible to receive-such as response times, number of cases, or service hours-based on their service contract or account. Support reps can view entitlements directly on the case to confirm eligibility before proceeding.
Option A (Milestones) are time-based SLA targets within entitlements but not eligibility tools.
Option B (Actions) are automation elements, not entitlement validation mechanisms.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Case Management Domain.
Salesforce Help: "Verify Support Eligibility Using Entitlements."
Salesforce Winter '23 Release Notes - Entitlement Management Enhancements.

NEW QUESTION # 203
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
  • A. Total Open Cases
  • B. Average Handle Time
  • C. Reduced Call Volume
Answer: B
Explanation:
To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation.

NEW QUESTION # 204
Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?
  • A. AppExchange Package
  • B. Web-to-Case
  • C. On-Demand Email-to-Case
Answer: B
Explanation:
Comprehensive and Detailed
Web-to-Caseis a Salesforce feature that enables organizations to gather customer support requests directly from their company's website and automatically generate new cases. To minimize invalid case submissions, Web-to-Case forms can include validation rules and reCAPTCHA verification.
From Salesforce Help:
"Gather customer support requests directly from your company's website and automatically generate new cases with Web-to-Case."
-Turn On and Customize Web-to-Case
Implementing Web-to-Case with appropriate validation measures ensures that only valid and complete cases are submitted, enhancing the efficiency of the support process.

NEW QUESTION # 205
......
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