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Pass the Salesforce Certified Service Cloud Consultant Service-Con-201 Questions and answers with Dumpstech

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Questions # 11:

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

Options:

Develop a globally-shared macro to create a new article.

Use a trigger to automatically create a new article.

Create a Quick Action to map case fields to a new article

Questions # 12:

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.

Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

Options:

Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.

Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.

Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

Questions # 13:

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

Options:

Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Questions # 14:

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

Custom Report Types with Reports and Dashboards

Knowledge Base Reports and Dashboard Package Installation

Knowledge Dashboard Pack for CRM Analytics Installation

Questions # 15:

Universal Healthcare aims to implement Agentforce Service Agent to assist patients ' common inquiries and provide medication summaries. It should handle sensitive tasks such as confirming patient identity via email or phone before retrieving medical history.

How should the Service Cloud Consultant approach the Agentforce Service Agent ' s action configuration?

Options:

Employ standard topics and actions for general inquiries, and create custom topics and actions using Apex, Flow, or Prompt Builder for sensitive tasks.

Implement only custom actions for all patient interactions to ensure complete control over data privacy and security from the outset.

Utilize standard actions for all tasks, as they are pre-configured to handle sensitive data securely without additional setup and are industry best practices.

Questions # 16:

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?

Options:

Add experts to an integrated Slack channel.

Use Email-to-Case to send an email to experts so they can use email threads.

Implement Skills-Based Routing to assign the case to experts.

Questions # 17:

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

Options:

The report must be used on a Dashboard.

The report must have a standard Report Type.

The report must contain a chart.

Questions # 18:

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently.

How can the Support Manager meet these requirements?

Options:

Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.

Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

Questions # 19:

Universal Containers is implementing Service Cloud Voice with Amazon Connect. The administrator created a new sandbox for testing.

What should the administrator expect with regard to the new sandbox configurations?

Options:

The AWS Account and contact centers are copied automatically when the sandbox is created, but voice call data is not.

A new AWS Account is automatically created, but the contact center and voice call data are not copied into the new sandbox.

The AWS Account, contact centers, and voice call data are copied automatically when the sandbox is created.

Questions # 20:

Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases?

Options:

Omni-Channel Utility component

Omni-Channel Analytics

Omni-Channel Supervisor tab

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