Service-Con-201 Case Management Practice Question
A support agent needs to create a case on behalf of a customer who is calling in. Which standard button on the Account or Contact detail page should the agent use to initiate this?
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
✓
New Case
The 'New Case' button on related lists of Accounts or Contacts allows agents to create cases pre-associated with that customer.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Convert
Why it's wrong here
Convert is used for Leads.
- ✓
New Case
Why this is correct
The New Case button creates a case associated with the current Account or Contact.
- ✗
Escalate
Why it's wrong here
Escalate is an action or button on an existing case, not an account.
- ✗
New Task
Why it's wrong here
New Task logs an activity, not a case.
About these practice questions
One of 318 original Service-Con-201 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.