Logo ExamsQA
Exit
Official Bank 0/290

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 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.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

2
Question
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

What should the Service Cloud Consultant recommend to deliver a successful implementation?
Options
A Generate all of the project requirements from the project team and executives at once, and then deliver a complete solution.
B Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
C Generate all of the requirements with UC executives, and then develop the project schedule.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

3
Question
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?
Options
A Mark the messaging session as customer Inactive.
B Leave the messaging session with the customer open.
C End the messaging session with the customer.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

4
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.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

5
Question
Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications.

Which feature is needed to connect the AI agent to the Salesforce Knowledge base?
Options
A Einstein Search for Knowledge
B Knowledge component in Experience Builder
C Agentforce Data Library
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

Finish Practice?

Are you sure you want to finish? This will end your practice session.