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認定を取得するためには、候補者は Salesforce Service Cloud の機能、機能、ベストプラクティスに関する知識をテストする60問の多肢選択試験に合格する必要があります。試験は、サービスクラウドの自動化、ケース管理、サービスクラウド分析、および他の Salesforce クラウドとの統合など、幅広いトピックをカバーしています。
Salesforce Certified Service Cloud Consultant Examは、ケース管理、コンタクトセンター管理、統合、自動化、レポートなど、幅広いトピックをカバーしています。この試験は60の複数選択の質問で構成されており、完了するには105分かかります。試験に合格するには、少なくとも68％を獲得する必要があります。
質問 # 37
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users are assigned the Live Agent user profile.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users have access to the Live Agent public group.
正解：B
質問 # 38
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)
- A. Requirements traceability matrix
- B. Project milestones
- C. Project kickoff presentation
- D. Solution design document
正解：B、C
質問 # 39
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Visibility into service entitlements
- B. Mobile access to case information
- C. Predictive dialer for outbound calls
- D. Chatter groups for customer
正解：A、B
質問 # 40
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Categories no longer control access to articles.
- B. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
- C. Data Category Visibility of All Categories provides Public Read/Write access.
- D. Data Category Visibility of AM Categories provides Public Read Only access.
正解：C
質問 # 41
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. customer satisfaction Survey
- B. Net promoter Score
- C. Customer Purchase History
- D. Customer Support Requests
- E. Service Level Agreement
正解：A、B、C
質問 # 42
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create an article action for each record type; assign record types to service agents.
正解：A
質問 # 43
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. Average handle time
- B. Customer satisfaction survey
- C. Service level agreement
- D. First call resolution
正解：B、D
質問 # 44
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Validation Rules for article record types to verify all fields during creation.
正解：A、C
質問 # 45
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Cases
- C. Leads
- D. Accounts
正解：D
質問 # 46
Milestones can be added to which three object types?
Choose 3 Answers
- A. Case
- B. Entitlement
- C. Service
- D. Account
- E. Work order
正解：A、B、E
解説：
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects
質問 # 47
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Enable Omni Channel by clicking Settings in Setup
- B. Assign Users to Omni Channel permissions
- C. Contact Salesforce to have Omni Channel enabled
- D. Assign Users to the Omni Channel Feature License
正解：A
質問 # 48
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Queue-based routing
- C. Omni-channel Skills-based routing
- D. Chat Queue-based routing
正解：B
質問 # 49
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Org wide default for cases set to private
- B. Dynamic dashboards
- C. Case Object permissions set to create and read
- D. Dashboad folder sharing
正解：B、D
解説：
Explanation
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
質問 # 50
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. Web-to-Case forms
- B. Apex Email Service
- C. On-Domand Emali-to-Case
- D. Standard Email-to-case
正解：A、C
解説：
Explanation
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to-Case, [Set Up Web-to-Case]
質問 # 51
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. Time spent by account year to date
- B. High priority cases opened by account month to date
- C. Escalated cases by account month to date
- D. New cases opened by the account channel
正解：B、C
質問 # 52
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Field Service
- B. Incident Management
- C. Visual Remote Assistant
- D. Workforce Engagement
正解：A
解説：
Explanation
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified References: 1: Field Service Overview
質問 # 53
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Knowledge.
- B. Implement Customer Communities with Content.
- C. Implement Employee Communities with Content.
- D. Implement Partner Communities with Knowledge.
正解：A
質問 # 54
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Salesforce Service-Cloud-Consultant Examは、Salesforceテクノロジーを使用して顧客サービスとサポートのキャリアを追求する専門家にとって重要な認定試験です。この試験は、Salesforce Service Cloudを使用した顧客サービスソリューションの実装と管理能力を候補者が持っているかどうかをテストするために設計されています。試験に合格するためには、候補者はSalesforce Service Cloudの機能と機能性について徹底的な理解が必要であり、またService Cloudソリューションの実装と設定の経験が必要です。
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