Amazon
Avaya
Cisco
CompTIA
CrowdStrike
EC-Council
EXIN
Fortinet
Google
ISC
ISC2
ITIL
Juniper
Microsoft
NVIDIA
Okta
Palo Alto Networks
Salesforce
All Vendors
  1. Home
  2. Salesforce
  3. Service-Con-201

Salesforce Service-Con-201 Exam (page: 4)
Salesforce Certified Service Cloud Consultant
Updated on: 12-Feb-2026

Viewing Page 4 of 38
Service-Con-201 PDF 290 Questions

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

  1. Add experts to an integrated Slack channel.
  2. Use Email-to-Case to send an email to experts so they can use email threads.
  3. Implement Skills-Based Routing to assign the case to experts.

Answer(s): A

Explanation:

Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.



Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.

Which feature meets this requirement most effectively?

  1. Einstein Reply Recommendations
  2. Einstein Article Recommendations
  3. Einstein Case Wrap-Up

Answer(s): A

Explanation:

Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.



Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.

What should a consultant consider when moving these images into Salesforce Knowledge?

  1. Add images to an HTML file.
  2. Ensure each image is less than 25 M
  3. Change all images to JPEG files.

Answer(s): B

Explanation:

When moving images into Salesforce Knowledge, it's important to ensure that each image file size does not exceed Salesforce's maximum file size limit, which is typically 25 MB. Adhering to this constraint ensures that images can be successfully uploaded and displayed within Knowledge articles.



Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

  1. Identify and prioritize the requirements for the minimum viable product.
  2. Prioritize the requirements based on the stakeholder who submitted them.
  3. Prioritize the requirements based on requests from the regions.

Answer(s): A

Explanation:

Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.



Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

  1. Postpone the release to the production org so the team can finish the project before the release is deployed.
  2. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
  3. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Answer(s): C

Explanation:

Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a controlled environment before they are deployed to the production org. Thisproactive approach helps identify and address potential issues, ensuring that the implementation project is not adversely affected by upcoming Salesforce releases.



Universal Containers has technical support and general customer service teams that use unique

Service Console applications.

Which configuration should a consultant use when deploying the console?

  1. Assign the app to the User profile.
  2. Assign a permission set granting the Service User license.
  3. Assign the Service User license to their User record.

Answer(s): A

Explanation:

Assigning the Service Console application to the User profile ensures that users within specific profiles have access to the appropriate console based on their role and responsibilities. This configuration allows for a customized experience, ensuring that technical support and general customer service teams have access to the tools and information relevant to their unique workflows.



What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

  1. Customize Intents using Einstein Chatbots.
  2. Customize the Lightning Console chat page.
  3. Customize the pre-chat form.

Answer(s): C

Explanation:

Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.



Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

  1. Create a data category for each product. Assign data categories to service agents.
  2. Create an article action for each record type. Assign record types to service agents.
  3. Create a permission set for each record type. Assign permissions to service agents.

Answer(s): A

Explanation:

Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.



Viewing Page 4 of 38



Share your comments for Salesforce Service-Con-201 exam with other users:

Scott 9/8/2023 7:19:00 AM

by far one of the best sites for free questions. i have pass 2 exams with the help of this website.
CANADA


donald 8/19/2023 11:05:00 AM

excellent question bank.
Anonymous


Ashwini 8/22/2023 5:13:00 AM

it really helped
Anonymous


sk 5/13/2023 2:07:00 AM

excelent material
INDIA


Christopher 9/5/2022 10:54:00 PM

the new versoin of this exam which i downloaded has all the latest questions from the exam. i only saw 3 new questions in the exam which was not in this dump.
CANADA


Sam 9/7/2023 6:51:00 AM

question 8 - can cloudtrail be used for storing jobs? based on aws - aws cloudtrail is used for governance, compliance and investigating api usage across all of our aws accounts. every action that is taken by a user or script is an api call so this is logged to [aws] cloudtrail. something seems incorrect here.
UNITED STATES


Tanvi Rajput 8/14/2023 10:55:00 AM

question 13 tda - c01 answer : quick table calculation -> percentage of total , compute using table down
UNITED KINGDOM


PMSAGAR 9/19/2023 2:48:00 AM

pls share teh dump
UNITED STATES


zazza 6/16/2023 10:47:00 AM

question 44 answer is user risk
ITALY


Prasana 6/23/2023 1:59:00 AM

please post the questions for preparation
Anonymous


test user 9/24/2023 3:15:00 AM

thanks for the questions
AUSTRALIA


Draco 7/19/2023 5:34:00 AM

please reopen it now ..its really urgent
UNITED STATES


Megan 4/14/2023 5:08:00 PM

these practice exam questions were exactly what i needed. the variety of questions and the realistic exam-like environment they created helped me assess my strengths and weaknesses. i felt more confident and well-prepared on exam day, and i owe it to this exam dumps!
UNITED KINGDOM


abdo casa 8/9/2023 6:10:00 PM

thank u it very instructuf
Anonymous


Danny 1/15/2024 9:10:00 AM

its helpful?
INDIA


hanaa 10/3/2023 6:57:00 PM

is this dump still valid???
Anonymous


Georgio 1/19/2024 8:15:00 AM

question 205 answer is b
Anonymous


Matthew Dievendorf 5/30/2023 9:37:00 PM

question 39, should be answer b, directions stated is being sudneted from /21 to a /23. a /23 has 512 ips so 510 hosts. and can make 4 subnets out of the /21
Anonymous


Adhithya 8/11/2022 12:27:00 AM

beautiful test engine software and very helpful. questions are same as in the real exam. i passed my paper.
UNITED ARAB EMIRATES


SuckerPumch88 4/25/2022 10:24:00 AM

the questions are exactly the same in real exam. just make sure not to answer all them correct or else they suspect you are cheating.
UNITED STATES


soheib 7/24/2023 7:05:00 PM

question: 78 the right answer i think is d not a
Anonymous


srija 8/14/2023 8:53:00 AM

very helpful
EUROPEAN UNION


Thembelani 5/30/2023 2:17:00 AM

i am writing this exam tomorrow and have dumps
Anonymous


Anita 10/1/2023 4:11:00 PM

can i have the icdl excel exam
Anonymous


Ben 9/9/2023 7:35:00 AM

please upload it
Anonymous


anonymous 9/20/2023 11:27:00 PM

hye when will post again the past year question for this h13-311_v3 part since i have to for my test tommorow…thank you very much
Anonymous


Randall 9/28/2023 8:25:00 PM

on question 22, option b-once per session is also valid.
Anonymous


Tshegofatso 8/28/2023 11:51:00 AM

this website is very helpful
SOUTH AFRICA


philly 9/18/2023 2:40:00 PM

its my first time exam
SOUTH AFRICA


Beexam 9/4/2023 9:06:00 PM

correct answers are device configuration-enable the automatic installation of webview2 runtime. & policy management- prevent users from submitting feedback.
NEW ZEALAND


RAWI 7/9/2023 4:54:00 AM

is this dump still valid? today is 9-july-2023
SWEDEN


Annie 6/7/2023 3:46:00 AM

i need this exam.. please upload these are really helpful
PAKISTAN


Shubhra Rathi 8/26/2023 1:08:00 PM

please upload the oracle 1z0-1059-22 dumps
Anonymous


Shiji 10/15/2023 1:34:00 PM

very good questions
INDIA