Free Salesforce Service-Con-201 Exam Questions
Absolute Free Service-Con-201 Exam Practice for Comprehensive Preparation
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Salesforce Service-Con-201 Exam Questions
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Provided By: Salesforce
- Exam: Salesforce Certified Service Cloud Consultant
- Certification: Salesforce Certified Consultant
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Total Questions: 291
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Updated On: Nov 24, 2025
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Rated: 4.9 |
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Online Users: 582
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Question 1
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Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
Answer: C
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Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
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Question 2
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Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its
agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer
satisfaction has improved and average call time has decreased. To continue improving support key
performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
Answer: B
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Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its
agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer
satisfaction has improved and average call time has decreased. To continue improving support key
performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
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Question 3
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Universal Containers (UC) frequently receives complex customer issues that require retrieving informationfrom internal knowledge articles not tagged with individual fields. UC needs a service that can process thisdata and provide accurate, grounded responses.What should the Service Cloud Consultant recommend?
Answer: A
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Universal Containers (UC) frequently receives complex customer issues that require retrieving informationfrom internal knowledge articles not tagged with individual fields. UC needs a service that can process thisdata and provide accurate, grounded responses.What should the Service Cloud Consultant recommend?
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Question 4
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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?
Answer: C
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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?
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Question 5
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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?
Answer: C
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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?