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Salesforce Certified Service cloud consultant (Service-Con-201) - Salesforce Exam Questions

Last updated on June 20, 2026

97% Exam Compliance
290 Total Questions
1
Question
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.

What should the consultant recommend to meet the requirements?
Options
A Create a self-service help Center
B Allow comments on Knowledge articles.
C Enable Chat in an Experience Cloud site.
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2
Question
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

How should the consultant recommend delivering a successful implementation?
Options
A Generate all of the requirements with UC executives and then develop the project schedule.
B Finish all of the project requirements at once and deliver a complete solution.
C Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
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3
Question
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.

What is the recommended method to meet the requirements?
Options
A Use Smart Link to Article to select the prior version.
B Select the Flag as new version checkbox when publishing.
C Add "updated" to the name of the new article.
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4
Question
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?
Options
A Send a change order to the client to account for the additional budget requirements.
B Incorporate the additional requirements into the project scope and continue with the original project schedule.
C Document the gap in requirements and discuss the schedule and budget impact with the project team.
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5
Question
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?
Options
A Configure Case Assignment rule and Omni-Channel Supervisor.
B Configure Omni-Channel Queue-Based Routing.
C Configure Omni-Channel Skills-based Routing.
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