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無料Service-Cloud-Consultant試験問題Service-Cloud-Consultant実際のリアル試験問題
質問 79
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. Page Layouts
- B. Record Types
- C. Article Types
- D. Omni-Channel
- E. Support Processes
正解: B,D,E
質問 80
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Project kickoff presentation
- B. Requirements traceability matrix
- C. Project milestones
- D. Solution design document
正解: A,C
質問 81
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 daily snapshot report of all cases and 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 bucket field on a report to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
正解: B
質問 82
Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to determine if a customer has escalated a case in the past
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to enforce service levels with the time-dependent processes
正解: B,C
質問 83
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases on their product specialization
- B. Create a page layout for each article type and assign them to each team based on their product specialization
- C. Create a permission set for each record type and assign them to each team based on their product specialization
- D. Create an article action for each record type and assign them to each team based on their product specialization
正解: A
質問 84
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Create a formula to build the macro logic around
- B. Add conditional logic to the instructions
- C. Add multiple ELSE IF blocks after the IF block
- D. Add a formula block to the macro
正解: A,D
質問 85
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Knowledge Article Usage
- B. Number of Portal Logins per Day
- C. Cases by Support Channels
- D. Escalated Calls
- E. Average Call Handle Time
正解: A,B,C
質問 86
Using Import Wizard, how many Asset records can you import at a time?
- A. 0
- B. 100,000
- C. You cannot import Assets via Import Wizard
- D. 50,000
- E. 1
正解: C
質問 87
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
- A. Omni-Channel
- B. AppExchange solution
- C. Social Conversation Component
- D. Custom Lightning Component
正解: C
質問 88
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. Web to case forms
- C. On-Demand Email-to-case
- D. Omni channel routing
正解: C
質問 89
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Upload the images into Salesforce prior to importing the articles
- C. Convert all images to .jpeg, as this is the only supported file type
- D. Ensure that each image does NOT exceed the maximum of 25 MB
正解: A
質問 90
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom report.
- B. Create a custom related list on the case.
- C. Create a custom view on the Case tab.
- D. Create a custom Visualforce page.
正解: D
質問 91
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. Web-to-Case
- B. Email-to-Case
- C. Salesforce for Outlook
- D. On-Demand Email-to-Case
正解: B
質問 92
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
正解: A
質問 93
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Approval Processes
- B. Support Types
- C. Record Types
- D. Support Processes
正解: C,D
質問 94
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of articles attached to a case
- B. Number of articles created by agent
- C. Number of cases escalated by agent
- D. Number of solutions created by agent
正解: A,B
質問 95
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Community
- C. Live Agent
- D. Chatter Questions
正解: B,D
質問 96
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. First call resolution
- D. Abandon rate
正解: C,D
質問 97
Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Publish Articles to external channels
- B. Assign Article types to the Community
- C. Enable Article deliveries
- D. Enable Public Solutions
- E. Configure Content Library permission
正解: A,B,D
質問 98
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