Free Salesforce Service-Con-201 Exam Questions

Become Salesforce Certified with updated Service-Con-201 exam questions and correct answers

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Total 291 Questions | Updated On: Jan 28, 2026

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Question 1

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.What is the recommended license for the specialists?

A : Knowledge Only User

B : Satesforce

C : WDC Only User

D : Salesforce Platform

Answer: A

Question 2

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicatedaccount manager needs Read-Only access and a support specialist needs Read and Write access.Which feature will provide the required level of access?

A : View All for Case

B : Case teams

C : Manager groups

Answer: B

Question 3

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs tomeet changing customer expectations while also uplifting agent skill sets and organizational success.In which order would a consultant work through a high-level discussion and planning session withCK?

A : Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B : Gather organizational vision, map processes, plan for user feedback, and define metrics.

C : Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: A

Question 4

Which best practice should be used when deploying standard Service Cloud functionality to production?

A : Ensure that all of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to users of the organization in advance.

C : Ask users to refrain from logging in to production the day of deployment.

Answer: B

Question 5

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.Which strategy should a consultant recommend?

A : Set up escalation rules.

B : Set up self-service Knowledge.

C : Set up assignment rules and case queues.

Answer: B

Page: 1 / 59

Total 291 Questions | Updated On: Jan 28, 2026

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