Free Salesforce Service-Con-201 Exam Questions

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?

Universal Containers (UC) frequently receives complex customer issues that require retrieving informationfrom internal knowledge articles not tagged with individual fields. UC needs a service that can process thisdata and provide accurate, grounded responses.What should the Service Cloud Consultant recommend?

Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase? 

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. 

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?