[Aug-2026 Newly Released] Service-Con-201 Dumps for Salesforce Consultant Certified [Q138-Q154]

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[Aug-2026 Newly Released] Service-Con-201 Dumps for Salesforce Consultant Certified

Updated Verified Service-Con-201 dumps Q&As – 100% Pass

Salesforce Service-Con-201 Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant
Exam Number:	Service-Con-201
Exam Duration:	105 minutes
Exam Price:	USD 200
Related Certifications:	Salesforce Certified Administrator
Exam Format:	Multiple Choice, Multiple Select
Real Exam Qty:	60
Passing Score:	68%
Available Languages:	English, Japanese
Certificate Validity Period:	Maintenance required with each release cycle
Sample Questions:	Salesforce Service-Con-201 Sample Questions
Exam Way:	Online (Proctored) or Onsite (Proctored)
Pre Condition:	Recommended 2-5 years of experience designing and implementing service solutions. Salesforce Certified Administrator credential is a prerequisite.
Official Syllabus URL:	https://trailhead.salesforce.com/en/credentials/servicecloudconsultant

NO.138 Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
* Cases are generated via email, web form, or Experience site.
* Service reps should be able to handle three cases at a time.
* Service reps should be able to choose whether to accept new cases.
* The service rep’s manager should have insight into the rep’s workload.
Which tool should the administrator use to route cases based on the support team’s requirements?

Omni-Channel routing

Case assignment rules

Record-triggered Flow

NO.139 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?

Change the Sharing Settings for Knowledge from “Public Read Only” to “Private”.

Disable the “Use Standard Salesforce Sharing” Knowledge Settings attribute.

Change the visibility settings for these articles to only “Visible In Internal App”.

NO.140 Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

Create a dashboard using Reporting Snapshots.

Create a dashboard for each support manager.

Create a Dynamic Dashboard.

NO.141 Universal Containers wants to implement a new Experience Cloud site to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over 1 million registered customers to securely submit cases and view the status of those cases
* Ability for registered customers to save favorite Knowledge articles for easy access later

Implement a Customer Account Portal experience.

Implement a Help Center experience.

Implement a Microsite (LWR) experience.

NO.142 Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.

Create an IP blocking rule.

Create an Omni-Flow.

Create a record-triggered Flow.

NO.143 A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

NO.144 Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?

Assign the app to the User profile.

Assign a permission set granting the Service User license.

Assign the Service User license to their User record.

NO.145 Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?

Implement an Apex solution.

Use a third-party app from AppExchange.

Use custom case assignment rules.

NO.146 Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

Migrate child cases first.

Migrate parent cases first

Migrate parent and child cases together.

NO.147 Cloud Kicks’ service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

Create a batch integration process that runs hourly to pull all order updates into Salesforce

Create a dynamic action that launches the ERP system with a deep link to the order locator.

Use Salesforce Connect and External Objects to represent this information in Salesforce.

NO.148 What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

The report must be used on a Dashboard.

The report must have a standard Report Type.

The report must contain a chart.

NO.149 Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?

Update the Approval Process to Auto-launch.

Create a Lightning Web Component action for Approval Process.

Create an autolaunched Flow.

NO.150 Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

Enable Case Merge.

Set up duplicate rules on Case.

Create an autolaunched Flow,

NO.151 A large retail company wants to optimize its customer service operations by using AI to analyze conversation transcripts across all service channels. The goal is to extract common contact reasons, predict customer sentiment, and deliver personalized recommendations to service reps during live interactions.
Which solution should a Service Cloud Consultant use to meet these requirements?

Use Einstein Article Recommendations to suggest knowledge articles based on historical case topics, and enable Chat Transcripts for service rep review.

Use Data Cloud to unify transcript metadata, loyalty, and service data to generate calculated insights and sentiment-based recommendations for service reps and supervisors.

Enable Omni-Channel and use Service Analytics dashboards to monitor volume and service rep activity across channels in real time.

NO.152 Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

Omni Channel with Queue-Based Routing

Omni-Channel with Capacity-Based Routing

Omni-Channel with Einstein Case Routing

NO.153 Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

Path for Cases

Slack message

Escalation Rules

Case Comments

NO.154 Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Salesforce Service-Con-201 Exam Syllabus Topics:

Topic	Details
Topic 1	Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.
Topic 2	Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 3	Case Management: This domain covers designing end-to-end case management solutions, implementing case deflection strategies, configuring entitlements, milestones, SLAs, and understanding Service Cloud automation capabilities.
Topic 4	Intake and Interaction Channels: This domain addresses designing intake channels, recommending interaction channels, understanding configuration best practices, and implementing AI agents and agentic service capabilities.
Topic 5	Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 6	Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.
Topic 7	Implementation Strategies: This domain focuses on consulting engagement participation, deployment and training recommendations, and considerations for data migration, quality, governance, and large data volumes.