Service-Con-201 Multiple Select — 10 Questions

Question 1

Which THREE features are provided natively by Entitlement Management in Service Cloud? Choose 3 answers.

Accepted Answer

Entitlement Processes to define SLA steps. Entitlement Management provides core SLA tools including milestone tracking, service contracts, and entitlement verification.

Answer

Native multi-tenant ERP synchronization for spare parts inventory

Answer

Automatic generation of outbound invoices for billing

Question 2

Which TWO actions can be triggered when a milestone reaches its warning or violation time? Choose 2 answers.

Accepted Answer

Send an email alert to designated users or queues. Milestone actions support various automated responses including email alerts and field updates.

Answer

Automatically close the Salesforce org

Answer

Delete the parent Account record

Answer

Downgrade the user's license

Question 3

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 4

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 5

An administrator is troubleshooting an Omni-Channel Flow that is failing to route work items correctly. Which THREE debugging or configuration best practices should the administrator check? (Choose three.)

Accepted Answer

Verify that the active version of the flow contains the correct Route Work action parameters.. When troubleshooting Omni-Channel flows, administrators should check flow version activation, correct record variable input mapping, and ensure routing actions reference active service channels and queues.

Answer

Check that the Debug Log level for Workflow is set to Maximum.

Answer

Verify that external API endpoints are configured for native queue routing.

Question 6

An administrator is troubleshooting an issue where Case Escalation Rules are failing to fire for high-priority cases. Which THREE common configuration mistakes could cause escalation rules to fail? (Choose three.)

Accepted Answer

The case status is updated, which resets the escalation timer if 'Re-evaluate Case Age' is enabled.. Escalation rules require specific setup: the rule must be marked active, business hours must be correctly associated (or omitted if 24/7), and the 'last modified' criteria or age over time must be configured correctly. Furthermore, rules do not fire if cases are closed or if the rule criteria are never met.

Answer

Case Team members were not assigned read permissions on the escalation queue.

Answer

The case was created via Email-to-Case, which bypasses escalation rules entirely.

Question 7

Universal Containers utilizes Omni-Channel Supervisor. Which TWO real-time metrics can a supervisor view on the Queues Backlog tab? (Choose two.)

Accepted Answer

Oldest work item wait time in the queue. The Queues Backlog tab in Omni-Channel Supervisor displays real-time queue metrics such as queue name, number of items waiting, and oldest wait time.

Answer

Total closed cases count for the shift

Answer

Agent average handle time for the past month

Answer

Average agent login duration

Question 8

Universal Containers wants to configure Omni-Channel Presence Statuses to accurately reflect agent availability across different communication channels. Which TWO settings must be defined when creating a Presence Status? (Choose two.)

Accepted Answer

Status Type (Online, Busy, Offline). When creating a Presence Status, administrators must define the Status Name (the label agents see) and the Status Type (Online, Busy, or Offline), along with channel associations.

Answer

Maximum Queue Capacity limit

Answer

Associated Service Channels

Answer

Default Skill Requirement list

Question 9

Universal Containers is implementing Salesforce Knowledge and wants to ensure that agents can easily find articles matching the exact context of an open case. Which TWO features of the Knowledge component in Lightning Experience should the administrator configure to support this? Choose 2 answers.

Accepted Answer

Enable automatic search based on case fields such as Subject and Description.. Lightning Knowledge component features like automatic search based on case subject/description and data category mapping help agents find relevant articles efficiently.

Answer

Embed a Lightning Flow on the utility bar to prompt agents for manual keyword entry.

Answer

Set up Omni-Channel Skills-Based Routing to push relevant articles directly to agent work tabs.

Answer

Create a custom Salesforce Console Navigation rule to open articles in primary tabs instead of subtabs.

Question 10

An administrator needs to configure Case Escalation Rules. Which THREE components are required when setting up an escalation rule? Choose 3 options.

Accepted Answer

Rule Entries defining the criteria for when the rule fires. Escalation rules require active rule status, rule entry criteria, and escalation actions (time triggers and target reassignments/notifications).

Answer

Pre-installed Email-to-Case Agent software

Answer

A mandatory Omni-Channel Routing Configuration