Service-Con-201 Practice Test 2 — 10 Questions

Question 1

A support manager wants to view a list of all active entitlements across the organization that are due to expire within the next 30 days. Which object should be queried or reported on?

Accepted Answer

Entitlement. The Entitlement object tracks active support agreements for customers and contains fields such as End Date, making it ideal for tracking expirations.

Answer

Milestone Type

Answer

Service Contract

Answer

Case Milestone

Question 2

Universal Containers wants to ensure that support cases follow different SLAs depending on whether the customer purchased a Gold, Silver, or Bronze support package. How should the consultant structure the Entitlement Processes?

Accepted Answer

Create separate Entitlement Processes for Gold, Silver, and Bronze, and associate them with corresponding Entitlements.. Different service tiers require distinct timeframes, actions, and milestones, which are best managed by creating separate Entitlement Processes for each tier.

Answer

Create a single Entitlement Process and use assignment rules to change the SLA timers dynamically.

Answer

Configure multi-currency settings to scale the SLA target times.

Answer

Use workflow rules to update the milestone target time based on the customer tier.

Question 3

Universal Containers wants to enable support agents to view a list of cases while simultaneously seeing the workspace tab details for a selected case without navigating away. Which feature should the administrator enable in the Lightning Service Console?

Accepted Answer

Split View. Split View allows agents to work on a list view on the left side of the screen while opening records in workspace tabs without losing their place in the list.

Answer

Omni-Channel Supervisor

Answer

Console Navigation Rules

Answer

Pinned Regions

Question 4

Which Salesforce edition must an organization have enabled in order to utilize Entitlement Management features such as Milestones and Entitlement Processes?

Accepted Answer

Enterprise Edition and above. Entitlement Management is an advanced feature available in specific Salesforce editions, primarily Enterprise, Unlimited, Performance, and Developer editions.

Answer

Group Edition

Answer

Professional Edition only

Answer

Contact Manager Edition

Question 5

Which TWO considerations should a consultant keep in mind when modifying an active Entitlement Process? Choose 2 answers.

Accepted Answer

You must clone an active Entitlement Process to make structural changes to its milestones.. Modifying active entitlement processes has strict governance rules. You cannot directly edit certain components of an active process without creating a new version or cloning it.

Answer

Changes to an active process automatically update all historical closed cases.

Answer

Milestone types cannot be changed once created, even in draft processes.

Answer

Draft versions can be activated while active versions have open cases without restriction.

Question 6

Where do administrators assign Presence Statuses to make them available to specific groups of support agents?

Accepted Answer

Profiles or Permission Sets. Presence Statuses are assigned to profiles or permission sets to grant agents access to use those specific status options in the Omni-Channel utility.

Answer

Service Channels

Answer

Routing Configurations

Answer

Queues and Public Groups

Question 7

Universal Containers implements Omni-Channel Supervisor for real-time contact center monitoring. A supervisor needs to discreetly assist an agent currently handling a live chat with a frustrated customer without the customer noticing. Which Omni-Channel Supervisor action should the supervisor use?

Accepted Answer

Agent Whisper / Supervisor Chat. Omni-Channel Supervisor allows supervisors to chat silently with agents (Whisper/Agent Assist features) or monitor active work items depending on configuration and permissions.

Answer

Broadcast Message to Agent

Answer

Open and Take Over Chat

Answer

Force Status Change to Offline

Question 8

Universal Containers requires that service contracts track both time-based entitlements and usage-based limits. Which THREE components must be configured to achieve this? Choose 3 answers.

Accepted Answer

Entitlement Processes with milestones. Implementing comprehensive service contracts with usage and time limits requires Service Contracts, Entitlements with types/units, and Milestone Processes.

Answer

Entitlement Templates applied globally to Leads

Answer

Entitlement Process Assignment Rules in Omni-Channel

Question 9

An administrator configured Case Escalation Rules with an age-over-4-hours trigger. A case is created at 1:00 PM, and business hours are set from 9:00 AM to 5:00 PM (Monday through Friday). At what time will the escalation action fire?

Accepted Answer

At 5:00 PM on the same day. Case creation at 1:00 PM leaves 4 hours remaining in that business day (1:00 PM to 5:00 PM). Therefore, the 4-hour escalation rule will trigger exactly at 5:00 PM on the same day.

Answer

At 5:00 PM on the following day

Answer

At 1:00 PM on the following day

Answer

At 9:00 AM on the following day

Question 10

Universal Containers requires that whenever a case is created with a 'Severity' of 'Critical', an immediate email notification must be sent to the VP of Support, and the case owner must be changed to the 'Executive Escalations' queue. Which feature is best suited to achieve this declaratively?

Accepted Answer

Record-Triggered Flow. Record-Triggered Flows or Workflow Rules can automate actions like sending emails and updating fields, but Record-Triggered Flows are the modern declarative standard for complex case automation including queue reassignment and email alerts.

Answer

Case Escalation Rules

Answer

Case Assignment Rules only

Answer

Web-to-Case Auto-Response Rules