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: Sep 25, 2026

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Question 1

Cloud Kicks uses the Service Console and work items to route cases to available agents.Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A : Global Shared Macro

B : Omni-Channel Utility widget

C : Actions & Recommendations component

D : Personalised navigation menu

Answer: B

Question 2

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a callcompletes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insightabout agent efficiency.Which metric should a consultant recommend to track the efficiency of individual agents?

A : Total Emails Sent

B : Call Abandonment

C : After Conversation Work Time

Answer: C

Question 3

Which three are characteristics of Visual Workflow? Choose 3 answers

A : Apex code must be used to update fields in the database.

B : Elements can be used to pass data to legacy systems.

C : Apex code must be used to pass data to legacy systems.

D : Only one version of a flow can be activated at a time.

E : Elements can be used to update fields in the database.

Answer: A,B,D

Question 4

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.What feature should a consultant recommend to meet this requirement?

A : Web-to-Case

B : Embedded Chat Service

C : Customer Community

D : Case Assignment Rules

Answer: B

Question 5

Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.What should a consultant recommend to meet the requirements?

A : Configuration a Validation Rule to block on-click calling.

B : Set the Contact Do not Call field value to true.

C : Configure Dialer to use Voicemail Crop by default.

D : Use Dynamic Forms to conditionally hide the one-click field.

Answer: D

Page: 1 / 59

Total 291 Questions | Updated On: Sep 25, 2026

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