Salesforce Service-Con-201 practice materials Questions Answers

Exam Code:
Service-Con-201
Exam Name:
Salesforce Certified Service Cloud Consultant Exam
Last Update:
Jun 01,2026

290 Questions Answers Verified by Experts!


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Salesforce Service-Con-201 Questions for Salesforce Service Cloud Consultant Certification Exam 2026

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Page: 1 / 58
Total Questions: 290

Questions & Answers PDF

• Question 1

  

  Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?

  • Prepare, Plan, Test, Validate, Execute
  • Plan, Prepare, Execute, Test, Validate
  • Plan, Prepare, Test, Execute, Validate

  Reveal Answer Answer: C Next Question

• Question 2

  

  A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.Which solution should the consultant recommend to prevent this scenario from happening in the future?

  • Add the Case's Entitlement related list to the Case Lightning Record Page.
  • Add the related Contact's Entitlement related list to the Case Lightning Record Page.
  • Add the related Account's Entitlement related list to the Case Lightning Record Page.

  Reveal Answer Answer: B Next Question

• Question 3

  

  The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.Which solution allows product managers to quickly see and review the cases that are created for their products?

  • Configure a Case list view filtered by My Cases.
  • Configure a Case related list on the Product page layout.
  • Configure a Case list view filtered by My Case Teams.

  Reveal Answer Answer: C Next Question

• Question 4

  

  Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.Which feature should a consultant recommend?

  • Case Auto-Response Rule
  • Einstein Service Replies
  • Salesforce Messaging

  Reveal Answer Answer: B Next Question

• Question 5

  

  Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps.Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?

  • Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute.
  • Change the visibility settings for these articles to only "Visible In Internal App".

  Reveal Answer Answer: C Next Question

• Question 6

  

  Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.Which method should the consultant recommend to provide automated self-service on an ecommerce site?

  • Configure a Visual Remote Assistant.
  • Create an Einstein Bot.
  • Build a Screen Flow.

  Reveal Answer Answer: B Next Question

• Question 7

  

  Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.What is the recommended method to meet the requirements?

  • Develop a globally-shared macro to create a new article.
  • Use a trigger to automatically create a new article.
  • Create a Quick Action to map case fields to a new article

  Reveal Answer Answer: C Next Question

• Question 8

  

  Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.Which solution should a consultant recommend to meet the requirements?

  • Configure View All for the Case object and field-level security.
  • Configure Case Team with Read Write and field-level security.
  • Configure OWD for the Case object and implement Salesforce Shield.

  Reveal Answer Answer: B Next Question

• Question 9

  

  Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data is stored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CK wants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for support reps.What should the Service Cloud Consultant recommend so that support reps will have a comprehensive view of their customers' order history?

  • Use an Apex integration to pull order data from Snowflake via API each time a case is opened.
  • Use MuleSoft to extract order data from Snowflake and store it in a custom object in Salesforce forsupport reps to reference.
  • Use Data Cloud to connect to Snowflake, and unify order data with CRM data.

  Reveal Answer Answer: C Next Question

• Question 10

  

  Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. Thecompany wants an easy way for users to find relevant articles based on its product. What is the recommended method to meet the requirement?

  • Topics for objects
  • Data Category groups
  • Screen Flow

  Reveal Answer Answer: B Next Question

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Total Questions: 290

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