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 269 Questions | Updated On: Oct 29, 2025

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Question 1

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?Choose 2 answers

A : Simplify the interactive voice response (IVR) tree.

B : Set up Email-to-Case.

C : Use Assignment rules and case queues.

D : Add additional agents to lower average hold time.

Answer: A,D

Question 2

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 3

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.What is the recommended solution to meet the requirements?

A : Field Service with Integrated Payments

B : Experience Cloud with Customer Account Portal template

C : Einstein Bots with Credit Card Payments

D : Service Cloud Voice with Tele-pay

Answer: D

Question 4

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

Question 5

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

A : Change set

B : Manuallyre create the Permission sets

C : Create an Unmanaged package

D : Publish a Managed package

Answer: A

Page: 1 / 54

Total 269 Questions | Updated On: Oct 29, 2025

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