Service-Con-201試験無料問題集（292題）「Salesforce Certified Service Cloud Consultant 認定」

出題：1

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Debug Omni-Channel routing from Setup.

B. Open the relevant record being routed.

C. Open the Omni-Channel Supervisor tab.

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：2

The contact center at Universal Containers wants to reduce case volume and resolution time within Service Cloud.
Which solution should a Service Cloud Consultant recommend?

A. Embed the Agentforce Service Agent in the Service Console.

B. Use the Article Auto-Response flow.

C. Implement a Knowledge base for customers and internal users.

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 has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A. Reduced Call Volume

B. Total Open Cases

C. Average Handle Time

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 (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

A. Create a Flow to assign the entitlement process to the Work Order.

B. Create a single entitlement process on both the Case and the Work Order.

C. Create separate entitlement processes for the Case and Work Order.

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

At Universal Containers, support reps need to verify that customers are eligible to receive support when they create the case.
Where can a support rep verify that a customer is allowed to receive support?

A. Entitlements

B. Milestones

C. Actions

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 three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access using the role hierarchy.

B. Create a single data category group for each division and provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on the article category.

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

Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories.
What should the admin keep in mind when organizing articles?

A. Data category hierarchy can have up to 10 levels.

B. There can be up to 10,000 data categories.

C. Articles can have up to 8 data categories.

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：8

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case related list on the Product page layout.

B. Configure a Case list view filtered by My Cases.

C. Configure a Case list view filtered by My Case Teams.

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：9

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

A. Is support provided on a periodic basis and renewed annually?

B. Do multiple versions of the Entitlements need to be created and maintained?

C. Will customers access Knowledge articles through Experience Cloud?

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：10

Universal Containers (UC) is planning to use Agentforce to enhance human and AI agent collaboration. A successful implementation should align with Agentforce's ability to support seamless transitions between AI agents and support reps.
Which specific aspect should UC prioritize when implementing Agentforce to improve customer support operations?

A. Focus on automating as many customer interactions as possible without AI agent involvement.

B. Design Agentforce actions that enable handoffs to support reps when needed.

C. Integrate Agentforce responses with social media messaging to handle customer support questions.

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)

Service-Con-201試験無料問題集「Salesforce Certified Service Cloud Consultant 認定」