Service-Con-201 Case Management Practice Question
A support manager wants to view a real-time list of all cases currently sitting in the 'Tier 1 Support' queue. Where should the manager look?
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
✓
Cases tab -> Select the 'Tier 1 Support' list view or Queue view
Queue views or standard list views filtered by queue ownership allow supervisors to monitor queue workloads.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Forecasts tab -> Queue Summary
Why it's wrong here
Forecasts are for sales revenue projections, not support queues.
- ✓
Cases tab -> Select the 'Tier 1 Support' list view or Queue view
Why this is correct
Queue list views display all unassigned records currently residing in that specific queue.
- ✗
Dashboards -> Chatter Feed
Why it's wrong here
Chatter feeds show collaboration posts, not queue records.
- ✗
Reports tab -> Case Escalation History report
Why it's wrong here
Escalation history reports show escalated cases, not current queue inventory.
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.