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Salesforce SERVICE-CLOUD-CONSULTANT Online Practice Questions and Exam Preparation

SERVICE-CLOUD-CONSULTANT Exam Details

  • Exam Code
    :SERVICE-CLOUD-CONSULTANT
  • Exam Name
    :Salesforce Certified Service Cloud Consultant (Service-Con-201 | CRT-261)
  • Certification
    :Salesforce Certifications
  • Vendor
    :Salesforce
  • Total Questions
    :682 Q&As
  • Last Updated
    :May 26, 2026

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

  • Question 231:

    The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

    A. Dynamic list updates
    B. Quick Text
    C. Multi -monitor support
    D. Keyboard Shortcuts
    E. Case hover

  • Question 232:

    Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

    A. Add the Knowledge object to global search objects.
    B. Add the Knowledge component on the case Lightning record page.
    C. Add the Knowledge related list to the case page layout.

  • Question 233:

    Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

    1.

    Ability for visitors to search Knowledge articles without registering or logging in

    2.

    Ability for over one million registered customers to securely submit cases and view the status of those cases

    3.

    Ability to display white papers to registered customers

    4.

    Ability for registered customers to save favorite Knowledge articles for easy access later

    What should the consultant recommend as part of the solution?

    A. Implement Partner Communities with Knowledge.
    B. Implement Customer Communities with Content.
    C. Implement Employee Communities with Content.
    D. Implement Customer Communities with Knowledge.

  • Question 234:

    The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

    A. Average call handle time by team
    B. Number of cases created using portal
    C. Number of cases closed by a self-service user
    D. Number of IVR inquiries without agent involvement

  • Question 235:

    Universal Containers is using WhatsApp to provide support to customers in Service Console.

    Agents would like to preview PDFs sent by customers from the chat window.

    What should a consultant recommend?

    A. Ask the customer to send the PDF via email.
    B. Use File Preview in the chat.
    C. Download the PDFs from the chat.

  • Question 236:

    A company has these requirements for dealing with Cases:

    1.

    Handled efficiently and by the right agents

    2.

    Distributing the load so that agents do NOT have to manually select the next Case to work

    Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

    A. Route to agents with the most cases closed for that topic.
    B. Route to agents staffing the assigned overflow queues.
    C. Route to agents with the least amount of active assigned work.
    D. Route to agents with the most capacity to take on new work.

  • Question 237:

    Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

    A. Number of open cases per day
    B. Number of new customers added
    C. Number of closed cases on first call
    D. Average number of days to close cases
    E. Number of cases escalated

  • Question 238:

    Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

    A. Run and view Salesforce reports.
    B. Update case data for a customer.
    C. Post report information on Chatter.
    D. Review existing cases for an account.

  • Question 239:

    What is a common deflection technique to reduce the number of interactions for a contact center?

    A. Suggest articles for an Email-to-Case question.
    B. Recommend articles prior to a Chat session.
    C. Recommend articles during a call from a support agent.

  • Question 240:

    What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

    A. Create a page layout for each record type; assign layouts to service agents.
    B. Create a data category for each product; assign data categories to service agents.
    C. Create a permission set for each record type; assign permissions to service agents.
    D. Create an article action for each record type; assign record types to service agents.

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