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Salesforce Service Cloud Consultant Service-Cloud-Consultant試験と認定テストエンジン
質問 # 50
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Field Service Inventory
- B. Service Appointment Bundling
- C. Work Oder Assignment
- D. Operating Hours and Shifts
正解：A
解説：
Field Service Inventory is a feature that can help minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Field Service Inventory allows administrators to track and manage the inventory of products that technicians need to perform their work, such as parts, tools, or consumables. Field Service Inventory can help assign products to technicians based on their skills, location, and availability, as well as replenish products from warehouses or suppliers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_setup.htm&type=5
質問 # 51
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Enable social profile and add workflow rules to the contact object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
正解：A
質問 # 52
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Allows Chatter Messenger to be used between agents
- B. Indicates when records and lists are changed by others
- C. Is available for users in the partner portal
- D. Displays records and their related items as tabs on one screen
正解：A、D
質問 # 53
Universal Containers is migrating from Classic 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. Use the Files Related List on each article to add files to your articles.
- B. Post the Files to the Chatter Feed on each Article.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Upload the files as Documents, then relate them to the migrated Articles.
正解：A
解説：
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]
質問 # 54
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Salesforce for Outlook
- C. Web-to-Case
- D. Email-to-Case
正解：D
質問 # 55
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. An AppExchange package
- B. On-Demand Email-to-Case
- C. web-to-Case
- D. Email-to-Case
正解：B
解説：
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case
質問 # 56
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Customer Community
- B. Salesforce Knowledge
- C. Field Service Lightning
- D. SOS Video Chat
正解：D
質問 # 57
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Configure Visual Flows on Salesforce mobile.
- C. Implement Field Service Lightning.
- D. Integrate with an enterprise resource planning system.
正解：C
解説：
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview
質問 # 58
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
正解：A
質問 # 59
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
- A. Embedded Chat window
- B. Web-to-Case
- C. Contact requests
正解：A
解説：
To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company's website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.
質問 # 60
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter where Closed Date equals Created Date
- B. Filter where Dete/Time Opened equals Created Date
- C. Filter or Cosed When Created equals true
- D. Filter on Status equals Ctosea Resolved
正解：C
解説：
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
質問 # 61
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
正解：D
解説：
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5
質問 # 62
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
- A. Configure the CTI Adapter.
- B. Enable the Lightning Console.
- C. Add the utility bar to the app.
正解：A
解説：
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
質問 # 63
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Import the records and create a workflow rule to change the data type.
- B. Deduplicate the data before importing into Salesforce,
- C. Install the Data Quality Analysis Dashboards from the AppExchange.
- D. Standardize all rows to match Salesforce data types.
- E. Import the records and use Duplicate Management.
正解：B、D、E
質問 # 64
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Allows Chatter Messenger to be used between agents
- B. Indicates when records and lists are changed by others
- C. Is available for users in the partner portal
- D. Displays records and their related items as tabs on one screen
正解：A、D
質問 # 65
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Knowledge One with Article Recommendations
- B. Omni-Channel with Skills-Based Routing.
- C. Live Agent and Live Message
- D. Experience Cloud with self-support
正解：B
解説：
Omni-Channel with Skills-Based Routing is the recommended solution to meet the requirements of Cloud Kicks (CK). Omni-Channel is a feature that allows you to manage the distribution and prioritization of work items (such as cases, chats, leads, or orders) across different channels (such as voice, chat, social, email, video, and web) and agents. Skills-Based Routing is a type of routing model that assigns work items to agents based on their skills and skill levels. For example, an agent who is certified on a specific product line and trained in chat support can receive chat requests related to that product line. Omni-Channel with Skills-Based Routing can help CK provide support through multiple channels, ensure a consistent customer experience, and match work items with agent expertise. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Overview, Set Up Skills-Based Routing
質問 # 66
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Articles appearing in the Knowledge sidebar
- B. Products and assets associated to the case
- C. Knowledge articles attached to the case
- D. Contract details related to the entitlement
正解：C
質問 # 67
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
- A. Reduced issue resolution time
- B. Reduced administrative overhead
- C. Reduced need for self-service
正解：A
解説：
Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.
質問 # 68
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Data Import Wizard
- B. Change Sets
- C. Data Loader
- D. Mass Transfer Records
正解：B、C
解説：
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
質問 # 69
Field engineers often need to access current inventory levels of products the customer has purchased while at
customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Configure Visual Flows on Salesforce mobile.
- C. Implement Field Service Lightning.
- D. Integrate with an enterprise resource planning system.
正解：D
質問 # 70
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Workflow rules
- C. Auto-response rules
- D. Validation rules
正解：B
質問 # 71
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