Salesforce Certified Service Cloud Consultant - Service-Con-201 Exam Questions

QUESTION NO: 1
A Service Cloud Consultant has been hired to integrate a client ' s phone system with Salesforce.
What should the consultant consider using for this integration?

QUESTION NO: 2
An Agentforce Service Agent needs to access and update Case records, retrieve information from Knowledge articles, and run flows to automate certain processes for unauthenticated customer sessions.

QUESTION NO: 3
A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data-including sensor data, service history, and financing details-into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels.

QUESTION NO: 4
Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case.
What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

QUESTION NO: 5
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?

QUESTION NO: 6
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?

QUESTION NO: 7
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.

QUESTION NO: 8
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC ' s goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?

QUESTION NO: 9
A consultant has been hired to integrate a client ' s phone system with Salesforce.
What should the consultant consider using for this integration?

QUESTION NO: 10
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

QUESTION NO: 11
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?

QUESTION NO: 12
Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?

QUESTION NO: 13
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often.
What should UC do to address this situation?

QUESTION NO: 14
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?