Expert Answers to Salesforce Exam Service-Cloud-Consultant Questions

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Certified Service Cloud Consultant Salesforce Certified Service Cloud Consultant (Service-Con-201)

Salesforce Certified Service Cloud Consultant (Service-Con-201)

Last Update Nov 6, 2025
Total Questions : 289

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Questions 2

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).

Which feature should the consultant configure as part of the implementation?

Options:

Milestones

Escalation Rule

Scheduled Flow Action

Discussion 0

Questions 3

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Options:

Use the Case Historical Trending report type.

Use the Cases with Milestones report type.

Use the Case Lifecycle report type.

Discussion 0

Questions 4

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

Options:

Document the gap in requirements and discuss the schedule and budget impact with the project team.

Send a change order to the client to account for the additional budget requirements.

Incorporate the additional requirements into the project scope and continue with the original project schedule.

Discussion 0

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Questions 5

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the

confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

Options:

Entitlements

Case Management

Service Contracts