Free Salesforce Service-Con-201 Exam Questions

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

Page: 1 / 59

Total 291 Questions | Updated On: Jun 17, 2026

Add To Cart

Question 1

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 2

The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysisafter a new Service Cloud implementation.What measurement will reflect cost savings after the implementation?

A : KPIs for CSAT

B : Reduced license count

C : Reduced service rep backlog

Answer: C

Question 3

UCs is implementing Salesforce Knowledge at its contact center. The contactcenter has a dedicated support team for each product that it supports. Contactcenter agents should only be able to view articles for the product they support.What solution should a consultant recommend to meet this requirement?

A : Assign team-based roles to the associated product article types

B : Assign team-based profiles to the associated product article types

C : Assign team-based roles to the associated product data category value

D : Assign team-based profiles to the associated product data category value

Answer: C

Question 4

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

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

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: B,C,E

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: Jun 17, 2026

Add To Cart