[2024年12月] ベストな問題集を使おうSalesforce Service Cloud Consultant Service-Cloud-Consultant専門試験問題
100%の合格率を試そう！更新されたのはService-Cloud-Consultant試験問題 [2024]
Salesforce Service-Cloud-Consultant認定試験は、サービスで働いてドメインをサポートする個人の知識とスキルを検証するように設計された非常に求められている資格情報です。この認定は、Salesforce Technologiesを使用してカスタマーサービスソリューションの設計、実装、および維持を担当する専門家を特に目的としています。この試験では、Salesforce Service Cloudアプリケーションを構成および管理する候補者の能力と、カスタマーサービス運用のベストプラクティスの理解を評価します。
質問 # 71
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a Process Builder and Flow to change the owner on closed cases.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a case assignment rule to ensure cases are owned by a user when closed.
正解：C、D
質問 # 72
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Knowledge Action to Publish an Article once the Article is approved.
正解：A、B
質問 # 73
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
- A. Swarming
- B. Omni-Channel routing
- C. Case escalation
正解：A
解説：
For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised.
Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.
質問 # 74
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 multiple ELSE IF blocks after the IF block
- C. Add a formula block to the macro
- D. Add conditional logic to the instructions
正解：C、D
解説：
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
* Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
* Adding a formula block to the macro is a solution that involves using formulas to calculate values or
* perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros
質問 # 75
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Case report grouped by call center
- B. Reporting Snapshots by call center
- C. Report Subscriptions by call center
- D. DynamicDahsbaord by Call Center
正解：B
質問 # 76
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Define case auto-response rules.
- B. Use Flow Builder to create a flow with scheduled path.
- C. Configure case escalation rules.
- D. Estabalish case assignment rules.
正解：C
質問 # 77
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
- A. On the left sidebar of Salesforce Classic
- B. On the footer of the Lightning Console
- C. On a new tab in the agent's browser
- D. On the Highlights Panel of a Primary tab
正解：A、B
質問 # 78
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Open multiple case records as tabs and sub tabs
正解：A、C
質問 # 79
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Milestones
- B. Case Escalation
- C. Omni-Channel
- D. Entitlements
正解：D
解説：
Entitlements are units of customer support in Salesforce, such as phone support or web support. They allow you to define different levels of support for different customers and ensure that agents are working within the service level agreement (SLA). You can use entitlements to track service contracts, create service level agreements, and verify customer eligibility for support. Verified References: [Salesforce Help: Entitlement Management]
質問 # 80
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A. Prepare a change order to account for the additional requirements and communicate the new project schedule.
- B. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
- C. Incorporate the additional requirements to the project scope and continue with the original project schedule.
正解：A
解説：
When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery.
質問 # 81
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. History Utility
- B. Outbound Sales Dialer
- C. Macros
- 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 # 82
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. Visualforce and Self-Service Portal
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Force.com Sites with Knowledge and Web-to-Case
- D. Force.com Sites and High-Volume Customer Portal
正解：D
質問 # 83
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?
- A. Enterprise admin
- B. Partner portal
- C. Sites
- D. Service Cloud portal (Customer Community)
正解：C
質問 # 84
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It does NOT require a software install for each call center user on a Windows-based PC.
- B. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - D. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone
正解：B、C、D
質問 # 85
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Field Service Scheduler
- B. Omni-Channel Routing
- C. Visual Remote Assistant
- D. Workforce Engagement Self Scheduling
正解：C
解説：
Visual Remote Assistant is a feature that allows you to provide real-time interactive video support to your customers using their mobile devices. You can see what your customers see through their camera, guide them with annotations and pointers, and troubleshoot issues remotely. This solution can improve the support experience while providing expert-level support, as it can reduce the need for dispatching field workers, save time and costs, and increase customer satisfaction. Verified References: [Visual Remote Assistant]
質問 # 86
A customer has recently implemented an on-premise telephony system that is common in the industry. This
customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a
consultant recommend?
- A. Create an API integration between Salesforce and the telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
正解：D
質問 # 87
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Apex Trigger
- B. Approval Process
- C. Smart Links
- D. Article Translation
正解：C
質問 # 88
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telesales center
- B. Information Technology (IT) help desk
- C. Human Resources (HR) help desk
- D. Telemarketing center
正解：B
質問 # 89
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. A Workflow rules is activated
- B. An email is automatically sent to the case owner
- C. An Assignment Rule is Activated
- D. None of the above
正解：B
質問 # 90
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Customer Community
- B. Field Service Lightning
- C. SOS Video Chat
- D. Salesforce Knowledge
正解：C
質問 # 91
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Create a Customer Community
- C. Utilize KCS to manage Knowledge
- D. Configure Chatter for public access
- E. Implement SOS for mobile experience
正解：A、C、E
質問 # 92
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Lightning Knowledge
- B. Classic Knowledge
- C. Salesforce Files
- D. Salesforce Content
正解：B
質問 # 93
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Service-Cloud-Consultant試験問題を今すぐ試そう！最新の[2024年最新] 正解回答付き：https://www.goshiken.com/Salesforce/Service-Cloud-Consultant-mondaishu.html
合格させるService-Cloud-Consultant試験にはリアル問題解答：https://drive.google.com/open?id=1b43cQ-emqq4BoyqVtLjMCsQ3AqLUO-ms