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Salesforce Service-Cloud-Consultant dumps

Salesforce Service-Cloud-Consultant Exam Dumps

Salesforce Certified Service Cloud Consultant (Service-Con-201)
792 Reviews

Exam Code Service-Cloud-Consultant
Exam Name Salesforce Certified Service Cloud Consultant (Service-Con-201)
Questions 290 Questions Answers With Explanation
Update Date 04, 14, 2026
Price Was : $90 Today : $50 Was : $108 Today : $60 Was : $126 Today : $70

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Salesforce Service-Cloud-Consultant Sample Question Answers

Question # 1

Universal Containers wants to reduce incoming support phone call volumE. What actioncan be taken to meet this requirement? Choose 2 answers.

A. Enable service contracts and entitlements. 
B. Implement Salesforce Console for Service to support agents. 
C. Leverage Live Agent for web-based chat. 
D. Implement Salesforce Knowledge on a portal. 



Question # 2

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide online security threat information 
B. To provide live and historical data on system performance 
C. To provide information planning planned maintenance 
D. To provide live support for system and data backup 
E. To provide best practices for continuity plans 



Question # 3

A company has created a new onboarding process. An Agent must create ten openactivities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.What should the Agent recommend to minimize costs?

A. Assign a single agent to create the activities on all new onboarding cases. 
B. Provide a macro that will automatically create theactivities when executed. 
C. Add an object-specific custom quick action to create new activities. 
D. Hire a certified developer to write an apex trigger that creates each new activity. 



Question # 4

Which three features should a Consultant recommend to allow a customer to resolveissues through self-service? Choose 3 answers

A. Customer Community 
B. Web -to -Case 
C. Live Agent 
D. Knowledge Base 
E. Chatter Answers 



Question # 5

Which Service Cloud tool requires the least agent involvement to resolve a customerissue?

A. Salesforce for Twitter 
B. Live Agent 
C. Salesforce Knowledge 
D. Open CTI 



Question # 6

Contact Center management must be notified whenever an Open Case has not beentouched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Process Builder Scheduled Actions 
B. Time-based Workflow Rules 
C. Scheduled Reports 
D. Milestone Actions 



Question # 7

Universal containers want toidentify potential delays in the customer support process.Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel. 
B. Cases created by type. 
C. Open cases by reason. 
D. Average case stage duration. 



Question # 8

Which of the following measurescustomer portal adoption/effectiveness amongCUSTOMERS (Choose 2)?

A. # of articles per agent 
B. Most popular articles 
C. # of cases via email 
D. Total cases created 



Question # 9

A customer has a detailed question about product functionality. The customer would likeaccess toexpert customer subject-matter experts, and real-time access to company ITsupport experts. Which features will best help the customer? Choose 2 answers.

A. Mass email 
B. Communities 
C. Public groups 
D. Salesforce Chat 



Question # 10

What isthe capability of case feed?

A. Add custom visual force pages to the case feed page layout. 
B. Enable call control using the CTI case feed publisher. 
C. Embed case feed functionality within a visual force page. 
D. Switch from case feed to standard detailpages using a console component



Question # 11

A Global company requires public documents to be translated into multiple languages.Whichimplementation should the consultant recommend?

A. Lightning Knowledge 
B. Classic Knowledge 
C. Salesforce Content 
D. Salesforce Files 



Question # 12

Universal Containers requires that a case status be updated 48 hours after a solution to thecase has been emailed to a customer. Which Salesforce feature would be used to meetthis requirement?

A. Assignment rules 
B. Validation rules 
C. Workflow rules 
D. Auto-response rules 



Question # 13

Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Access to custom objects 
B. Branded site 
C. Simpler and easier to configure 
D. Better reporting



Question # 14

Universal Containers has an upcoming maintenance window where read-only access willbeavailable. Which two actions will Universal Containers be able to perform during thiswindow? Choose 2 answers 

A. Run and view Salesforce reports. 
B. Update case data for a customer. 
C. Post report information on Chatter. 
D. Review existing cases foran account. 



Question # 15

A Service Manager has recently implemented Salesforce Knowledge. Which three metricsshould the Manager use to measure the success of the implementation? Choose 3answers

A. Number of Chatter files attached to cases. 
B. Number of published article views. 
C. Number of articles associated to cases. 
D. Number of content packs attached to cases. 
E. Number of successful keyword searches. 



Question # 16

Which two areas can an Administrator make Open CTI features available to users whenbuilding a Lighting App using the App Manager? Choose 2 answers

A. On a utility bar of the Lightning App 
B. On a record Highlights Panel 
C. On a recordActivity Feed list 
D. On the Calendar right hand panel



Question # 17

UC is creating an inbound customer support contact center to handle questions aboutusing its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response 
B. Workforce management and customer satisfaction score 
C. Average handling time and first call resolution time 
D. Agent skill-based routing and predictive dialer 



Question # 18

Universal Containers support manager wants to share product-specific information withtheir customer Communities. What should a consultant recommend to meet thisrequirement? Choose 3 answers

A. Assign Article types tothe Community 
B. Enable Public Solutions 
C. Enable Article deliveries 
D. Publish Articles to external channels 
E. Configure Content Library permission 



Question # 19

Customers can contact Universal Appliances to report problems with their appliances within30 days of delivery. Support agents need quick-view-only access to anexternal databasethe stores over 100,000 known product bugs logged by the product engineers. Whichsolution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use LightningConnect) 
B. Use Web Services API to integrate the external database with Salesforce 
C. Create a custom product bug object and import data into Salesforce 
D. Use Bulk API to load the product bug data into Salesforce



Question # 20

Universal Containers is bringing a new division under their existing Customer ServiceContact Center. This will involve servicing several thousand new customers.Which method should a consultant recommend for importing this data into universalcontainers service cloudinstance

A. Bulk Data Transfer API 
B. Java Language Specific Toolkit 
C. Data Integration via SOAP API 
D. Cloud-to-Cloud Integration Toolkit 



Question # 21

Milestones can be added to which three Object types? Choose 3 answers

A. Entitlement 
B. Work Order 
C. Service 
D. Case 
E. Account 



Question # 22

Case escalation rules triggered on the last modification will be reset each time a user doeswhich of the following actions?

A. Reads the case 
B. Adds a related comment to the case 
C. Adds an activity or sends an email from thecase record 
D. Edits the case 
E. All of the above 



Question # 23

UC is initiating a program to improve customer satisfaction. As part of the program,customers must be surveyed after the case is closed to ensure the customeris satisfied andthe issue has been resolved. What solution should a consultant recommend to meet thisrequirement?

A. Use workflow rules to send an email to the customer 
B. Use escalation rules to assign the case to a case queue 
C. Useauto-response rules to send an email to the customer 
D. Use assignment rules to assign the case to a case queue 



Question # 24

The VP ofService at Universal Containers is looking for ways to reduce contact centercosts.Which two metrics should the Consultant recommend?Choose 2 answers

A. First Call Resolution 
B. Average Handle Time 
C. Service-Level Agreements 
D. Time to Answer 



Question # 25

What solution should a consultant recommend while designing a plan to decrease acompany's cost per call? (Choose 2)

A. Increase the Call-to-Order ratio 
B. Useintegrated voice response 
C. Bypass entitlement verification 
D. Use suggested Knowledge articles 



Feedback That Matters: Reviews of Our Salesforce Service-Cloud-Consultant Dumps

    Garrett Johnston         Apr 17, 2026

Absolutely astonished by the breadth of the Service Cloud Consultant exam's content. It tests expertise in the real world, not just theory. Worth every minute spent preparing.

    Malcolm Klein         Apr 16, 2026

This certification changed the way I think about strategies for customer service." From automation to omnichannel, the exam dives deep, and it's brilliant!

    Jordan Campbell         Apr 16, 2026

What an impressive certificate! Mastering case management, SLAs, and support automation is more than just passing. I was skilled and confident when I left.

    Caleb Jones         Apr 15, 2026

The scenarios were so well-designed that it felt like solving real client issues. From macros to knowledge articles, each subject was rigorously tested.

    Donald Williams         Apr 15, 2026

Every serious Salesforce professional must have a Service Cloud Consultant. It challenges your architectural thinking and pushes you to design for scale.

    Yash Banerjee         Apr 14, 2026

Wow, just wow. This exam tested my design skills, logic, and Salesforce configuration knowledge. After completing it, I felt like I had truly leveled up!


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