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Salesforce Service-Cloud-Consultant Exam With Confidence Using Practice Dumps

Exam Code:
Service-Cloud-Consultant
Exam Name:
Salesforce Certified Service Cloud Consultant (Service-Con-201)
Certification:
Certified Service Cloud Consultant
Vendor:
Salesforce
Questions:
290
Last Updated:
Jan 9, 2026
Exam Status:
Stable
Salesforce Service-Cloud-Consultant

Service-Cloud-Consultant: Certified Service Cloud Consultant Exam 2025 Study Guide Pdf and Test Engine

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Salesforce Certified Service Cloud Consultant (Service-Con-201) Questions and Answers

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Question 1

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options:

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

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Question 2

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

Options:

A.

Configure a Visual Remote Assistant.

B.

Create an Einstein Bot.

C.

Build a Screen Flow.

Question 3

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?

Options:

A.

Einstein Next Best Action

B.

Service Analytics Predictions

C.

Visual Remote Assistant

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