Free Salesforce Service-Cloud-Consultant Exam Questions
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Salesforce Service-Cloud-Consultant Exam Questions
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Provided By: Salesforce
- Exam: Salesforce Certified Service Cloud Consultant (Service-Con-201)
- Certification: Certified Service Cloud Consultant
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Total Questions: 291
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Updated On: May 22, 2026
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Rated: 4.9 |
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Online Users: 582
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Question 1
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Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?
Answer: C
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Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?
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Question 2
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Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created aCase History report to track the history of standard and custom fields on cases and solutions wherefield histories are set up for tracking.What should the consultant keep in mind when working on this report type?
Answer: C
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Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created aCase History report to track the history of standard and custom fields on cases and solutions wherefield histories are set up for tracking.What should the consultant keep in mind when working on this report type?
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Question 3
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Ursa Major Solar's support department would like to implement a process to ensure customers receive the
appropriate support based on their service-level agreements (SLAs).Which feature should the consultant configure as part of the implementation?
Answer: A
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Ursa Major Solar's support department would like to implement a process to ensure customers receive the
appropriate support based on their service-level agreements (SLAs).Which feature should the consultant configure as part of the implementation?
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Question 4
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The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor
key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant
achieve this requirement?
Answer: A
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The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor
key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant
achieve this requirement?
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Question 5
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Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are availableon page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate theApproval Process.What should a consultant recommend to meet the requirement?
Answer: B
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Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are availableon page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate theApproval Process.What should a consultant recommend to meet the requirement?