Salesforce Service-Con-201 Exam Dumps

In Salesforce Knowledge, each article record includes visibility settings that determine where it can be accessed --- for example, Internal App, Customer, Partner, or Public Knowledge Base.

To restrict specific articles to internal users only, set their visibility to ''Visible in Internal App''. This ensures they appear only to logged-in internal users (e.g., support reps), while remaining hidden from external users such as customers or partners.

Option A would make all Knowledge articles private, not just the confidential ones.

Option B disables standard sharing, which would affect system-wide access and is not recommended.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide -- Knowledge Management Domain.

Salesforce Help: ''Control Article Visibility and Access.''

Salesforce Knowledge Implementation Guide -- Visibility and Access Configuration.

Agentforce Service Agent can handle complex business processes involving external integrations and custom logic through custom topics and custom actions built using Salesforce Flow, Apex, or Prompt Builder. This allows customers to perform specific, secure actions---like creating or modifying reservations---while the AI agent maintains conversational context and business rules.

Option A is partially correct but redundant, as Agentforce already supports such task automation without requiring Einstein Bots.

Option C (Custom Screen Flows) would require the user to manually navigate a UI flow rather than interact conversationally, reducing self-service efficiency.

Referenced Salesforce Materials:

Salesforce Spring '24 Release Notes -- Agentforce Custom Topics and Actions Enhancements.

Service Cloud Consultant Exam Guide -- Service Cloud Solution Design Domain.

Salesforce Help: ''Use Custom Actions and Topics in Agentforce for Service.''

When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.

To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the 'After Conversation Work Time' metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.

To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.