2024年02月21日合格確定ガイド準備Service-Cloud-Consultant試験知能問題集
無料最新Salesforce Service Cloud Consultant Service-Cloud-Consultantリアル試験問題と回答2024年更新
質問 # 39
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. Enable the Knowledge sidebar setting in the case support settings.
- B. Create a Visualforce page called Knowledge sidebar on the case page layout.
- C. Implement 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
質問 # 40
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Create sensitive data rules.
- B. Create a blocking rule.
- C. Enable Sneak Peek Configuration setting.
- D. Enable Assistance Flag Configuration setting.
正解：C
質問 # 41
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Visual Studio Code and change sets
- C. Data loader, change sets, and Force.com Excel Connector
- D. Mass Transfer Records, change sets, and Visual Studio Code
正解：B
質問 # 42
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 Age report type.
- C. Create a report using the Case Snapshot report type.
- D. Create a report using the Case Lifecycle report type.
正解：C
質問 # 43
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed meeting the defined SLA
- B. Percent of cases closed on first contact
- C. Percent of cases closed with an attached article
- D. Percent of cases closed with chatter posts
正解：A
質問 # 44
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Email-to-Case
- B. Salesforce for Outlook
- C. Web-to-Case
- D. On-Demand Email-to-Case
正解：D
解説：
Explanation
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5
質問 # 45
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Customer Community
- C. Embedded Chat Service
- D. Case Assignment Rules
正解：C
解説：
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
質問 # 46
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Time and Attendance
- B. Automatic Call Distributor
- C. Interactive Voice Response
- D. Private Branch Exchange
正解：C
質問 # 47
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Developers can integrate with any telephony platform available with little to no need for customization.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
正解：A、C
質問 # 48
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for 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. Omni-Channel routing
- C. On-Demand Email-to-Case
- D. Web-to-Case forms
正解：A
質問 # 49
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Topics for each Knowledge article.
- B. Define a Custom Field to identify the Subject.
- C. Define Data Categories with Custom Visibility.
- D. Define Article Types with Public Sharing Settings.
正解：A
質問 # 50
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Comments list view
- B. Comment search component
- C. Search utility component
- D. Global search
正解：D
解説：
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search
質問 # 51
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Select Flag as new version' checkbox when publishing.
- B. Enable Knowledge User for Service Agents.
- C. Use the Clone option to create a new article.
- D. Use Smart Link to Article to select the prior version.
正解：A
解説：
Explanation
When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases. Verified References: [Flag an Article as a New Version When You Publish It]
質問 # 52
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set up a zip file that contains the CSV, HTML, and image files.
- B. Set up the article actions and assign publishers to each action
- C. Create the custom fields for the slide type
- D. Set the publication status of the article tame to draft status
- E. Create the data categories and set up the data category values.
正解：A、B、E
質問 # 53
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
- A. Actions & Recommendations component
- B. Activity analytics tab
- C. Case History related list
正解：C
解説：
To track when items were started, paused, resumed, and completed by service agents working on the same case, configuring the Case History related list is recommended. The Case History related list records and displays all changes made to a case, including status updates that reflect when work was started, paused, resumed, and completed. This feature provides transparency and accountability in case management, allowing agents and managers to review the sequence of actions taken on a case, understand the case's progress over time, and identify areas for process improvement.
質問 # 54
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. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- C. Upload the files as Documents, then relate them to the migrated Articles.
- D. Post the Files to the Chatter Feed on each Article.
正解：C
質問 # 55
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
- A. Train on keyboard shortcuts.
- B. Create multiple console layouts.
- C. Prepare macros.
正解：B
解説：
Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.
質問 # 56
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
- A. Macros
- B. Outbound Sales Dialer
- C. History Utility
- D. Quick Action
正解：A、C
解説：
Explanation
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
質問 # 57
A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?
- A. Community
- B. On Demand Email to Case
- C. Email to Case
- D. Web to Case
正解：C
質問 # 58
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Apex Trigger
- B. Quick Action
- C. Scheduled flow
- D. Dynamic Form
正解：B
解説：
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
質問 # 59
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. Lightning Console enablement
- C. Call Center Definition File creation
- D. Service Console case creation configuration
正解：A、C
質問 # 60
Using Import Wizard, how many Asset records can you import at a time?
- A. 0
- B. You cannot import Assets via Import Wizard
- C. 1
- D. 50,000
- E. 100,000
正解：B
質問 # 61
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
- A. Enable Case Merge.
- B. Create an autolaunched Flow,
- C. Set up duplicate rules on Case.
正解：A
解説：
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
質問 # 62
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