Download Valid Service-Con-201 Dumps for Best Preparation
Exam : Service-Con-201
Title : Salesforce Certified Service
Cloud Consultant
https://www.passcert.com/Service-Con-201.html
1/9
, Download Valid Service-Con-201 Dumps for Best Preparation
1.The support manager at Universal Containers wants to see monthly historical metrics for first-call
resolution by call center.
Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Answer: C
Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce
role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be
configured to display monthly historical metrics relevant to each call center. This approach allows the
support manager to view data specific to each call center, ensuring the metrics are accurate and tailored
to the manager's needs for analysis and decision-making.
2.Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance
requirements mandate that each division should only have access to its own articles when performing a
search.
Which solution should a consultant recommend to meet this requirement?
A. Create a sharing rule for each division to provide access using the role hierarchy.
B. Create a sharing rule for each division to provide access based on the article category.
C. Create a single data category group for each division and provide access using the role hierarchy.
Answer: C
Explanation:
Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access
relevant content. By creating a single data category group for each division and controlling access
through the role hierarchy, each division will only see articles categorized under their specific group. This
setup ensures compliance with the requirement that divisions access only their own articles, leveraging
Salesforce's robust security and access control features.
3.A service agent is in a messaging session with a customer. The customer abruptly stops responding
after 30 minutes.
What should the agent do next?
A. End the messaging session with the customer.
B. Mark the messaging session as customer Inactive.
C. Leave the messaging session with the customer open.
Answer: A
Explanation:
In situations where a customer stops responding during a messaging session, it's practical for service
agents to end the session after an appropriate wait time. This action helps in managing agent workload
efficiently and ensures that resources are allocated to active engagements. Ending the session also
allows for proper session management and reporting, contributing to accurate metrics on customer
interactions.
4.Universal Containers is using Service Cloud for customer entry and case management, but order
2/9
Exam : Service-Con-201
Title : Salesforce Certified Service
Cloud Consultant
https://www.passcert.com/Service-Con-201.html
1/9
, Download Valid Service-Con-201 Dumps for Best Preparation
1.The support manager at Universal Containers wants to see monthly historical metrics for first-call
resolution by call center.
Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Answer: C
Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce
role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be
configured to display monthly historical metrics relevant to each call center. This approach allows the
support manager to view data specific to each call center, ensuring the metrics are accurate and tailored
to the manager's needs for analysis and decision-making.
2.Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance
requirements mandate that each division should only have access to its own articles when performing a
search.
Which solution should a consultant recommend to meet this requirement?
A. Create a sharing rule for each division to provide access using the role hierarchy.
B. Create a sharing rule for each division to provide access based on the article category.
C. Create a single data category group for each division and provide access using the role hierarchy.
Answer: C
Explanation:
Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access
relevant content. By creating a single data category group for each division and controlling access
through the role hierarchy, each division will only see articles categorized under their specific group. This
setup ensures compliance with the requirement that divisions access only their own articles, leveraging
Salesforce's robust security and access control features.
3.A service agent is in a messaging session with a customer. The customer abruptly stops responding
after 30 minutes.
What should the agent do next?
A. End the messaging session with the customer.
B. Mark the messaging session as customer Inactive.
C. Leave the messaging session with the customer open.
Answer: A
Explanation:
In situations where a customer stops responding during a messaging session, it's practical for service
agents to end the session after an appropriate wait time. This action helps in managing agent workload
efficiently and ensures that resources are allocated to active engagements. Ending the session also
allows for proper session management and reporting, contributing to accurate metrics on customer
interactions.
4.Universal Containers is using Service Cloud for customer entry and case management, but order
2/9
