Service-Con-201 Multiple Select — 60 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

Question 11

Which TWO communication channels can be automatically converted into cases in Salesforce? Choose 2 options.

Accepted Answer

Email-to-Case. Email-to-Case and Web-to-Case are the two primary native mechanisms for automatically generating cases from external channels.

Answer

Dashboard-to-Case

Answer

Chatter-to-Case

Answer

Report-to-Case

Question 12

An administrator is troubleshooting an On-Demand Email-to-Case implementation where emails from external senders are occasionally delayed or rejected. Which THREE factors should the administrator investigate? Choose 3 options.

Accepted Answer

Whether the Email-to-Case service address is verified and active in Salesforce Setup.. On-Demand Email-to-Case depends on email size limits, email service address configurations, and mail server forwarding rules (SPF/DKIM/DMARC).

Answer

Chatter post frequency limits for external users.

Answer

The number of active Case Assignment Rules in the recycle bin.

Question 13

Which TWO methods can be used to associate an Entitlement with a Case? Choose 2 answers.

Accepted Answer

Automatically via Entitlement auto-apply rules or settings based on Account matching.. Entitlements can be associated manually by agents or automatically via standard rules and settings.

Answer

By assigning a macro to the Case feed.

Answer

Through Lead conversion mapping rules.

Answer

Via Campaign influence reports.

Question 14

An administrator is configuring Email-to-Case and wants to ensure security and compliance when handling customer emails. Which THREE configurations or capabilities are supported? Choose 3 options.

Accepted Answer

Using Transport Layer Security (TLS) for secure email transmission with On-Demand Email-to-Case.. Email-to-Case supports thread ID tracking, secure TLS connections for On-Demand, and blocking specific spam addresses.

Answer

Automatic decryption of customer hard drives via email attachment processing.

Answer

Native quarantine of malware attachments directly inside standard Case record page layouts without third-party tools.

Question 15

Universal Containers needs to configure complex sharing rules for Case records to ensure data privacy across regional divisions. Which THREE statements are true regarding Salesforce sharing rules? (Choose three.)

Accepted Answer

Sharing rules can never be used to restrict access more than the Organization-Wide Default.. Sharing rules can expand access beyond OWD, support criteria-based or owner-based rules, and cannot restrict access further than OWD.

Answer

Sharing rules automatically bypass all profile-level Field-Level Security restrictions.

Answer

Sharing rules execute synchronously in real-time before record creation triggers.

Question 16

Which TWO factors determine whether an entitlement is successfully applied to a new case upon creation? Choose 2 answers.

Accepted Answer

The case creation date must fall within the Entitlement's Start Date and End Date range.. Entitlement application depends on account/contact relationships and active entitlement status and dates.

Answer

The case priority must be set to High.

Answer

The user must have the 'Manage Entitlement Processes' permission.

Answer

The case must be assigned to a queue with a public group membership.

Question 17

Universal Containers wants to configure Case Teams. Which TWO capabilities do Case Teams provide? Choose 2 options.

Accepted Answer

Assign predefined case teams automatically using Case Assignment Rules.. Case Teams allow users to collaborate on cases with specific roles and record-level access.

Answer

Automatically route unassigned work items to queue members.

Answer

Define agent shift schedules and availability capacity.

Answer

Restrict case visibility exclusively to external portal users.

Question 18

Universal Containers integrates its telephony system with Service Cloud and needs to ensure secure, reliable data exchange and proper record linkage. Which TWO integration best practices should the consultant recommend? (Choose two.)

Accepted Answer

Store endpoint URLs and authentication tokens securely using Named Credentials.. Using Named Credentials securely stores authentication parameters, and robust external ID matching prevents duplicate record creation during integrations.

Answer

Rely exclusively on synchronous REST callouts for all high-volume batch data loads.

Answer

Hardcode authentication tokens directly in Apex trigger classes for speed.

Answer

Disable all organization-wide sharing defaults during API data loads.

Question 19

Universal Containers utilizes Case Assignment Rules to route incoming support inquiries. Which TWO considerations should a consultant keep in mind when designing and deploying assignment rules? (Choose two.)

Accepted Answer

Assignment rule actions can include sending an email notification or triggering an outbound message.. Only one assignment rule can be active at a time for a given object (though it can contain multiple rule entries). Additionally, case assignment rules can automatically trigger outbound messages if configured within the rule entry actions.

Answer

Multiple Case Assignment Rules can be active simultaneously to handle different channels.

Answer

Assignment rules execute after Apex triggers and record-triggered flows run.

Answer

Inactive assignment rule entries are automatically deleted after 90 days.

Question 20

A consultant is designing a data model for a multi-channel customer service center. Which TWO design considerations are critical when relating Cases to Assets and Work Orders? (Choose two.)

Accepted Answer

Ensure Work Orders are linked to Cases to manage field service tasks and maintenance history.. Assets track products owned by customers and link to cases, while Work Orders manage field service tasks stemming from cases.

Answer

Configure Cases as master objects in a master-detail relationship with Accounts.

Answer

Avoid establishing any relationships between Cases and other objects to maximize storage limits.

Answer

Delete all historical Assets automatically whenever a parent Account is modified.