Service-Cloud-Consultant試験無料問題集（200題）「Salesforce Certified Service cloud consultant 認定」

出題：1

Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

A. deg -Demand Email-to-Case

B. Email-to-Case

C. Email relay

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?

A. Review Einstein Conversation Mining for Web-to-Case.

B. Review Service Setup Assistant for Web-to-Case.

C. Review guidelines and limits for Web-to-Case.

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A. Quick Action

B. Apex trigger

C. Escalation rules

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A. Enable Feed Tracking.

B. Install an AppExchange app.

C. Create a new Case record type.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?

A. Use Dynamic Forms to hide the phone number.

B. Remove the phone number from the page layout.

C. Set the Contact Do Not Call field value to True.

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

A. Deduplicate the data before importing into Salesforce.

B. Import the records and create a Flow to change the data type.

C. Import the records and use Duplicate Management.

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout

B. Service Cloud Call Center

C. Lightning Dialer

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：8

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated articles.

B. Use the Files Related List on each article to add files to the articles.

C. Use the Lightning Knowledge Migration Tool and choose 'include files'.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：9

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?

A. Review Einstein Conversation Mining for Web-to-Case.

B. Review Service Setup Assistant for Web-to-Case.

C. Review guidelines and limits for Web-to-Case.

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：10

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

Service-Cloud-Consultant試験無料問題集「Salesforce Certified Service cloud consultant 認定」