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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 has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?
Options
A Einstein Service Replies
B Salesforce Messaging
C Case Auto-Response Rule
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2
Question
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
Options
A Manual Push
B Most Available
C Least Active
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3
Question
Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs). To which object should the consultant add Milestones?
Options
A Case
B Account
C Asset
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4
Question
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.

Which solution should a consultant recommend?
Options
A Add the Knowledge component on the case Lightning record page.
B Add the Knowledge related list to the case page layout.
C Add the Knowledge object to global search objects.
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5
Question
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?
Options
A Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
B Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
C Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
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