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Salesforce Service-Con-201 Exam (page: 1)
Salesforce Certified Service Cloud Consultant
Updated on: 12-Feb-2026

Viewing Page 1 of 38
Service-Con-201 PDF 290 Questions

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

  1. Case report grouped by Call Center
  2. Case History report grouped by Call Center
  3. Dynamic Dashboard grouped by Call Center

Answer(s): C

Explanation:

A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.



Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

  1. Create a sharing rule for each division to provide access using the role hierarchy.
  2. Create a sharing rule for each division to provide access based on the article category.
  3. Create a single data category group for each division and provide access using the role hierarchy.

Answer(s): C

Explanation:

Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant content. By creating a single data category group for each division and controlling access through the role hierarchy, each division will only see articles categorized under their specific group. This setup ensures compliance with the requirement that divisions access only their own articles, leveraging Salesforce's robust security and access control features.



A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?

  1. End the messaging session with the customer.
  2. Mark the messaging session as customer Inactive.
  3. Leave the messaging session with the customer open.

Answer(s): A

Explanation:

In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.



Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.

Which solution should a consultant recommend for integration?

  1. Utilize Apex with integrated External Objects.
  2. Utilize an AppExchange integration package.
  3. Utilize MuleSoft to integrate the systems.

Answer(s): C

Explanation:

MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approachsupports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems.



Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.

Which metric should a consultant use to help executive management understand support center costs?

  1. All Cases by Customer
  2. All Open Cases by Priority
  3. Case Resolution Time

Answer(s): C

Explanation:

Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.



Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.

Which solution should the consultant recommend?

  1. Create a new Case record type.
  2. Enable Feed Tracking.
  3. Install an AppExchange app.

Answer(s): C

Explanation:

For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.



Universal Containers 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 articles types for approval.

What should a consultant recommend to automate the Approval Process?

  1. Update the Approval Process to Auto-launch.
  2. Create a Lightning Web Component action for Approval Process.
  3. Create an autolaunched Flow.

Answer(s): C

Explanation:

In Salesforce, to ensure that specific Knowledge articles are submitted for approval automatically, you can leverage an autolaunched Flow. This approach removes the dependency on agents to manually click the "Submit for Approval" button, thereby reducing the risk of articles bypassing the necessary approval process.

Implementation Steps:

Approval Process Configuration:First, set up an Approval Process for the Knowledge object, defining the entry criteria based on article types and categories that require approval.

Autolaunched Flow Creation:Create an autolaunched Flow that is triggered when a Knowledge article meets the specified criteria. Within this Flow, use the "Submit for Approval" core action to programmatically submit the article into the Approval Process.

Triggering Mechanism:Implement a record-triggered Flow that invokes the autolaunched Flow upon creation or update of a Knowledge article that matches the approval criteria.

By automating the submission process, you ensure that all relevant articles undergo the necessary approval steps without relying on manual intervention. This method aligns with Salesforce best practices for automating approval processes using Flow.


Reference:

https://help.salesforce.com/s/articleView?id=000392569&language=en_US&type=1https:
//www.salesforceben.com/automatically-launch-a-salesforce-approval-processes/



Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.

How can a consultant migrate the file attachments?

  1. Use the Files Related List on each article to add files to the articles.
  2. Use the Lightning Knowledge Migration Tool and choose `include files'.
  3. Upload the files as Documents, then relate them to the migrated articles.

Answer(s): A

Explanation:

When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.



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