Cisco®
CompTIA
Checkpoint
ISC
EC-Council
EXIN
Fortinet
ITIL®
Juniper
Microsoft
VMware
Avaya
SAP
Google
Salesforce
Amazon
Palo Alto Networks
ISC2
All Vendors
  2. Home
  3. Exams
  4. Salesforce
  5. Service-Con-201

Free Salesforce Service-Con-201 Exam Questions (page: 4)

Page 4 of 59
PDF with 290 Questions

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case.
When a case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

  1. Case teams
  2. Case swarms
  3. Account teams

Answer(s): A

Explanation:

Case teams in Salesforce allow for collaborative case management by enabling a group of users to work on cases together. By using case teams, Universal Containers can specify which users have access to cases based on the Product Type field. Additionally, workflow rules or process builders can be configured to send emails to case team members when a case is created or closed, ensuring that only those with access to the case are notified, thus meeting the requirements.



Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels.
When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.

What is the recommended feature to meet the requirements?

  1. Incident Management
  2. Workforce Engagement
  3. Field Service Management

Answer(s): A

Explanation:

Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.



Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.

Which feature should the consultant recommend?

  1. Build a joined report.
  2. Build a dashboard.
  3. Build a custom report type.

Answer(s): C

Explanation:

Creating a custom report type allows for more flexibility in reporting by combining different objects and their relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom report type to specifically analyze customers with Service Contracts and their associated entitlements, providing insights into support offerings and potential adjustments.



What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

  1. The report must be used on a Dashboard.
  2. The report must have a standard Report Type.
  3. The report must contain a chart.

Answer(s): C

Explanation:

When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.



Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

  1. Reduced administrative overhead
  2. Reduced need for self-service
  3. Reduced issue resolution time

Answer(s): C

Explanation:

Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.



Viewing page 4 of 59
Viewing questions 16 - 20 out of 290 questions



Post your Comments and Discuss Salesforce Service-Con-201 exam prep with other Community members:

Service-Con-201 Exam Discussions & Posts