更新された2023年12月公式問題Service-Cloud-Consultant認定にはService-Cloud-Consultant問題集PDF
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質問 # 54
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Interaction Log
- B. Lightning Process Builder
- C. Path for Cases
- D. Lightning Row for Service
正解：A、C
解説：
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
質問 # 55
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Configure a Visual Flow Troubleshooting Action
- B. Define separate Record Types for Tier 1 and Tier 2
- C. Enable Omni-Channel Case assignment
- D. Implement Lightning Guided Engagement
正解：A、D
質問 # 56
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Customize the lightning console chat page
- B. ConfigureLightningGuided Engagement
- C. Configure a chat validation rule
- D. Customize the pre chat form
正解：D
解説：
Explanation
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms
質問 # 57
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Cleanse the data outside of Salesforce and then migrate the data.
- C. Upload the data into Salesforce and then run data cleansing tools.
- D. Use the Salesforce import wizard to load and cleanse the data.
正解：B
質問 # 58
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Einstein Social Insights add-on
- B. Social Service Pro add-on
- C. Einstein Reply Recommendations
- D. Service Cloud User feature license
正解：D
質問 # 59
Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Create a Visualforce page called Knowledge sidebar on the case page layout.
- C. Enable the Knowledge sidebar setting in the case support settings.
- D. Enable the Knowledge sidebar related list on the case page layout.
正解：B
質問 # 60
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Path for Cases
- C. Service Console Macros
- D. Lightning Guided Engagement
正解：D
質問 # 61
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case
processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Path for Cases
- C. Service Console Macros
- D. Lightning Guided Engagement
正解：D
質問 # 62
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create an auto-response rule to send the article to the customer.
- B. Create a macro to send an email with the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a workflow email alert to send the article to the customer.
正解：C
質問 # 63
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to update fields in the database.
- C. Apex code must be used to pass data to legacy systems.
- D. Apex code must be used to update fields in the database.
- E. Elements can be used to pass data to legacy systems.
正解：A、B、E
解説：
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]
質問 # 64
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Increase the number of agents.
- B. Improve the agent interface.
- C. Employ surveys to confirm customer satisfaction.
- D. Enable templates for written responses.
正解：C、D
質問 # 65
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. Upload the files as Documents, then relate them to the migrated Articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Post the Files to the Chatter Feed on each Article.
正解：A
質問 # 66
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case custom reports
- C. Case assignment rules
- D. Case queues
正解：C、D
質問 # 67
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the
Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP
of Service is concerned about the ability to sustain the increased hours and added cost to support the higher
call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time. - C. Set up IVR with an automated response for customers affected by the recall to defect calls.
- D. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
正解：C
質問 # 68
Universal Containers provides Customer Support for two separate business operations. The cases managed for
each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Omni-Channel
- C. Record Types
- D. Article Types
- E. Page Layouts
正解：A、B、C
質問 # 69
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they
use?
- A. Web to Case
- B. On Demand Email to Case
- C. Community
- D. Email to Case
正解：D
質問 # 70
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