更新された2023年12月12日 Service-Cloud-Consultant試験問題集でPDF問題とテストエンジン
最新（2023)Salesforce Service-Cloud-Consultant試験問題集
質問 # 40
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Ask sales reps to respond to support Cases.
- B. Provide a self-help Customer Community.
- C. Add more support phone lines.
- D. Limit Customers to 5 Cases per day.
正解：B
質問 # 41
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Customer Portal
- B. Email to Case
- C. Chatter feeds
- D. Self Service Portal
正解：C
質問 # 42
If you delete a case, which two also get deleted? (Choose two answers)
- A. Event
- B. Attachments
- C. Account
- D. Solution
正解：A、B
質問 # 43
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Post a web to case form on the site and assign the case to the specialist for completion.
- C. Create a screen-based flow accessible from the Experience site and internaly.
- D. Use email to case for the client to submit the relevant information to the specialist.
正解：A
質問 # 44
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. An email to case inquiry
- B. On-demand email to case
- C. Web-to-case question
- D. While holding for a support agent
正解：A
質問 # 45
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Requirements traceability matrix
- B. Solution design document
- C. Project kickoff presentation
- D. Project milestones
正解：C、D
質問 # 46
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Configure a chat validation rule
- B. Customize the lightning console chat page
- C. ConfigureLightningGuided Engagement
- 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 # 47
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Enable the Moderation feature to automatically create cases from posts.
- C. Create and assign permission sets to give agents social account access.
- D. Retrieve Social Studio credentials.
正解：A、C
質問 # 48
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Customer Satisfaction
- B. Service-Level Measure
- C. Net Promoter Score
- D. Customer Engagement Score
正解：C
質問 # 49
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help
desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to
determine the quality of the articles? (Choose 2)
- A. Report on articles followed in Chatter.
- B. Report on the articles attached in cases.
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
正解：B、D
質問 # 50
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a formula field on the case record to calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- D. Create a bucket field on a report to calculate the percentage of escalated cases
正解：B
質問 # 51
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. CTI Adapter configuration
- B. Call Center Definition File creation
- C. Lightning Console enablement
- D. Service Console case creation configuration
正解：A、B
解説：
Explanation
A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console. Verified References: Salesforce Help: CTI Adapters and Salesforce Help: Call Center Definition Files
質問 # 52
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Number of cases created using Communities by month.
- C. Number of Knowledge articles created each month.
- D. Average call handle time by team.
正解：A、B
質問 # 53
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. Use the routing queues provided with Salesforce for Twitter and Facebook
- D. Enable social profile and add workflow rules to the contact object
正解：A
質問 # 54
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. Service Level Agreement
- D. Customer Purchase History
- E. Customer Support Requests
正解：A、B、D
質問 # 55
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced issue resolution time
- D. Reduced first contact resolution
正解：C、D
質問 # 56
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. Create a salesforce console for service and enable the knowledge sidebar 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. Enable the knowledge sidebar related list on the case page layout.
正解：A
解説：
Explanation
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 # 57
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone
to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Install an adapter from AppExdiange to work with third-party cn systems.
- C. Create a softphone layout and assign to user profiles.
- D. Assign the correct Salesforce users to the Call Center.
- E. Assign the Salesforce CTI license to Salesforce users.
正解：B、C、D
質問 # 58
What should a consultant recommend service agents use?
- A. History tab on the Actions & Recommendations comporent.
- B. Paused now interviews Lightning Component.
- C. Recommendation Strategy Metrics related list.
- D. Einstein Next Best Action Strategy Guilder.
正解：D
解説：
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
質問 # 59
......
更新された検証済みの合格させるService-Cloud-Consultant試験にはリアル問題と解答：https://www.goshiken.com/Salesforce/Service-Cloud-Consultant-mondaishu.html
最適な練習法にはSalesforce Service-Cloud-Consultant試験の素晴らしいService-Cloud-Consultant試験問題PDF：https://drive.google.com/open?id=1AQgJgPvza2F0hh2ZgmBXDZHxaPELBR0c