| Exam Name: | Salesforce Certified Agentforce Service Consultant | ||
| Exam Code: | Service-Con-201 Dumps | ||
| Vendor: | Salesforce | Certification: | Certified Service Cloud Consultant |
| Questions: | 290 Q&A's | Shared By: | bryan |
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?
Universal Containers has recently implemented an Experience Cloud site to allow its
customers to create and update their cases online. Customers should only be able to access the cases
where they are listed as the contact, including cases created by the their behalf. support team on
What should a consultant recommend to meet the requirement?
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to
customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
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?
TESTED 06 Oct 2026
