Service-Con-201 Service Cloud Solution Design Practice Question
A company wants to streamline the case creation process for phone support agents. Which TWO features should the consultant implement to reduce Average Handle Time (AHT)? (Choose two.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Screen Flows embedded on the Case Lightning Page to guide agents through structured scripts
Screen Flows and Quick Actions / Macros reduce AHT by automating steps.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Screen Flows embedded on the Case Lightning Page to guide agents through structured scripts
Why this is correct
Screen flows guide agents efficiently through data collection and scripting.
- ✓
Macros to automate repetitive multi-step console actions with a single click
Why this is correct
Macros automate tedious multi-click tasks like sending emails and updating statuses instantly.
- ✗
Exporting all interaction notes to external notepad applications
Why it's wrong here
Using external notepads bypasses Salesforce CRM tracking and increases handle times.
- ✗
Manual entry of all case fields without default values or picklist dependencies
Why it's wrong here
Manual entry increases errors and lengthens handle times.
- ✗
Requiring managerial sign-off for every inbound phone call log
Why it's wrong here
Requiring approvals for call logs severely hinders agent productivity.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 321 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.