試験準備には欠かさない！Service-Cloud-Consultant問題解答でService-Cloud-Consultant試験問題集
リアルSalesforce Service-Cloud-Consultant試験問題 [更新されたのは2024年]
Salesforce Certified Service Cloud Consultant認定試験は、Salesforce Service Cloud Solutionsの専門知識を実証したい専門家にとって貴重な資格です。幅広いトピックをカバーしており、Salesforce機能とベストプラクティスを深く理解する必要があります。この認定を取得することにより、Salesforceエコシステムの信頼性、雇用機会、および可能性を獲得することができます。
Salesforce Certified Service Cloud Consultantになるには、候補者は60の質問を含み、105分間持続する複数選択試験に合格する必要があります。この試験では、サービスクラウドの実装、サービスコンソールのカスタマイズ、ケース管理、知識管理、インタラクションチャネル、統合など、さまざまなトピックに焦点を当てています。試験に合格した候補者は、認定を取得し、Salesforce Service Cloudの専門家として認識されています。
質問 # 13
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as Most Available.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as Least Active.
正解：B
質問 # 14
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. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
正解：C
質問 # 15
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Knowledge articles can be created from Answers
- B. Answers can be exposed to partner portal users
- C. External users can subscribe to Answers
- D. Escalate a question to a case
- E. Select best answers for questions.
正解：A、D、E
質問 # 16
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 bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
正解：C
質問 # 17
Case escalation rules triggered on the last modification will be reset each time a user does which of the
following actions?
- A. Edits the case
- B. All of the above
- C. Adds an activity or sends an email from the case record
- D. Adds a related comment to the case
- E. Reads the case
正解：A
質問 # 18
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
- A. Assets
- B. Cases
- C. Milestones
- D. Service contracts
正解：D
質問 # 19
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of solutions created by agent
- B. Number of cases escalated by agent
- C. Number of articles attached to a case
- D. Number of articles created by agent
正解：C、D
質問 # 20
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Service contracts
- B. Products
- C. Case history
- D. Contacts
正解：A、D
質問 # 21
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Historical Trending report type.
- B. Create a report using the Case Lifecycle report type.
- C. Create a report using the Case Age report type.
- D. Create a report using the Case Snapshot report type.
正解：D
質問 # 22
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Visualforce custom page Questions & Answers PDF Page 6
- B. Salesforce Console for Service
- C. Auto launch flow
- D. Process Builder
正解：B
質問 # 23
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Use Data Loader to delete the corrupt data.
- C. Restore the data using the available backup.
- D. Log a Data Recovery case with Salesforce Support.
正解：D
質問 # 24
Universal Containers is launching a full line of new products and Service Cloud should support the following
requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
正解：C
質問 # 25
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Visual Workflow
- B. Omni-Channel
- C. Case Auto-Response Rules
- D. Case Assignment Rules
正解：B
質問 # 26
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. Service-Level Measure
- B. Customer Satisfaction
- C. Net Promoter Score
- D. Customer Engagement Score
正解：C
質問 # 27
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to
Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read
historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites and High-Volume Customer Portal
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Force.com Sites with Knowledge and Web-to-Case
- D. Visualforce and Self-Service Portal
正解：A
質問 # 28
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 visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar related list on the case page layout.
正解：C
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 # 29
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a page layout for each record type ;assign layouts to servce agents
- B. create a data category for each product assign data categories to service agents.
- C. Crreate an article action for each record type;assign record types to service agents
- D. Create a permission set for each record type ;assignpermisisons to service agents
正解：B
解説：
Explanation
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
質問 # 30
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. Work Oder Assignment
- B. Service Appointment Bundling
- C. Operating Hours and Shifts
- D. Field Service Inventory
正解：D
解説：
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
質問 # 31
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