Service-Cloud-Consultant試験無料問題集（198題）「Salesforce Certified Service cloud consultant 認定」

出題：1

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

A. Experience Cloud site

B. Trailhead

C. Einstein Next Best Action

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 a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

A. Add experts to an integrated Slack channel.

B. Implement Skills-Based Routing to assign the case to experts.

C. Use Email-to-Case to send an email to experts so they can use email threads.

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：3

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

A. Einstein Article Recommendations

B. Einstein Case Wrap-Up

C. Einstein Reply Recommendations

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：4

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Prepare, Plan, Test, Validate, Execute

B. Plan, Prepare, Test, Execute, Validate

C. Plan, Prepare, Execute, Test, Validate

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

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

A. Define entitlements and milestones.

B. Implement Lightning flow with time-based actions.

C. Enable and configure Omni-Channel routing.

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：6

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. OmniStudio

B. Salesforce Chat

C. Case auto-response rule

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：7

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site

B. Employee Community

C. Partner Experience site

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：8

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A. An organization-wide default of Public Read/Write on the Case object

B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

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

Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

A. Grant "View All Data" and instruct them to search.

B. Configure and activate Duplicate Management.

C. Implement Apex triggers for Contact.

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：10

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A. It is incompatible with Einstein Bots.

B. It should be deployed with Experience Builder.

C. It should be routed via Omni-Channel,

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)

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