Service-Cloud-Consultant Practice Questions
Salesforce Certified Service Cloud Consultant (Service-Con-201)
Last Update 5 hours ago
Total Questions : 290
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Our free Certified Service Cloud Consultant practice questions crafted to reflect the domains and difficulty of the actual exam. The detailed rationales explain the 'why' behind each answer, reinforcing key concepts about Service-Cloud-Consultant. Use this test to pinpoint which areas you need to focus your study on.
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A Service Cloud consultant has recently implemented a public Knowledge base.
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the
relevant information more quickly.
Which feature should the consultant recommend?
A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction. The manager wants to compare the amount of time that cases have spent
within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will
assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the
confines of the service-level agreements (SLAs).
Which feature should the consultant consider?
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
