Salesforce Certified Service Cloud Consultant (Service-Con-201) Free Practice Test
Question 1
Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should be able to see which service reps are online, their current presence status, how long they've been logged in, and their capacity utilization for both primary and interruptible work.
Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?
Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?
Correct Answer: B
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Question 2
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
How should the consultant display the data quickly?
Correct Answer: B
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Question 3
Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed.
Following best practices, how should the admin configure Service Cloud to meet these requirements?
Following best practices, how should the admin configure Service Cloud to meet these requirements?
Correct Answer: B
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Question 4
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?
What is the consultant required to do during this integration?
Correct Answer: A
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Question 5
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
What should a consultant recommend to address this problem?
Correct Answer: B
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Question 6
Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs).
To which object should the consultant add Milestones?
To which object should the consultant add Milestones?
Correct Answer: A
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Question 7
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
Correct Answer: B
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Question 8
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
Correct Answer: C
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Question 9
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
Correct Answer: A
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Question 10
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Which best practice will help UC meet its SLA?
Correct Answer: A
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