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Salesforce Service-Con-201 Exam Dumps

Get All Salesforce Certified Service Cloud Consultant Exam Questions with Validated Answers

Service-Con-201 Pack
Vendor: Salesforce
Exam Code: Service-Con-201
Exam Name: Salesforce Certified Service Cloud Consultant
Exam Questions: 290
Last Updated: December 5, 2025
Related Certifications: Service Cloud Consultant
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Free Salesforce Service-Con-201 Exam Actual Questions

Question No. 1

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

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Correct Answer: A

To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases.


Question No. 2

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

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Correct Answer: B

Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.


Question No. 3

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.

Which reporting solution should the consultant recommend?

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Correct Answer: C

To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first-call resolution metrics.


Question No. 4

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

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Correct Answer: C

Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.


Question No. 5

The support team at Cloud Kicks would like to implement a messaging tool to provide deflection for common questions, gather customer experience feedback, and match feedback to service organizational goals.

What should the Service Cloud Consultant recommend to meet the requirements?

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Correct Answer: C

The enhanced Einstein Bot (as of Salesforce Spring '24) supports Generative Knowledge Answers and Feedback Collection features. This allows Cloud Kicks to:

Automatically deflect common questions by generating natural, contextually accurate responses from Knowledge Articles,

Collect customer feedback directly during or after conversations, and

Align insights with organizational service KPIs through analytics.

This solution combines conversational automation with continuous improvement via feedback tracking---meeting all the outlined requirements.

Option A (support form and case deflection) is static and lacks conversational automation or integrated feedback.

Option B (conversation component and surveys) addresses engagement but not automated deflection using AI-driven responses.

Referenced Salesforce Materials:

Salesforce Spring '24 Release Notes -- Einstein Bots: Generative Knowledge Answers and Feedback Enhancements.

Service Cloud Consultant Exam Guide -- Interaction Channels Domain.

Salesforce Help: ''Use Einstein Bots for Feedback and Knowledge Deflection.''


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