PDF問題（2024年最新）実際のSalesforce Service-Cloud-Consultant試験問題
問題集返金保証付きのService-Cloud-Consultant問題集には90%オフされます
Salesforce Service-Cloud-Consultant認定試験は、Salesforce Service Cloudに特化したプロフェッショナルを目指す人々のために設計されています。この認定は、ビジネス要件を満たすService Cloudソリューションの設計と実装における候補者の専門知識を検証します。Salesforce Service-Cloud-Consultant認定は、個人がService Cloudを使用して顧客サービスとサポートを改善し、顧客データ、ケース管理、および分析を管理することに熟練していることを示します。
質問 # 10
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Sequential
- B. No Resource
- C. Independent
- D. Auto-Add
正解：C
解説：
Explanation
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types
質問 # 11
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 the Highlights Panel of a Primary tab
- D. On a new tab in the agent's browser
正解：A、B
質問 # 12
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Email-to-case
- C. Web-to-case
- D. Chat
正解：B
解説：
Explanation
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
質問 # 13
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Top Articles sorted descending
- B. Search Activity Gaps
- C. Most Revised Articles
- D. Most Linked Articles
正解：D
質問 # 14
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Custom lightning component
- B. Appexchange solution
- C. Omni channel
- D. Social Conversation component
正解：D
解説：
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
質問 # 15
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
正解：C
質問 # 16
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Live Agent
- B. Salesforce Knowledge
- C. Salesforce for Twitter
- D. Open CTI
正解：B
質問 # 17
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. Recommendation Strategy Metrics related list.
- C. History tab on the Actions & Recommendations comporent.
- D. Einstein Next Best Action Strategy Guilder.
正解：C
解説：
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History
質問 # 18
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Live Agent
- B. Interactive Voice Response
- C. Computer Telephone Integration
- D. Social Customer Service
正解：A、D
質問 # 19
A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers
- A. Schedule adherence
- B. Quality monitoring score
- C. Agent utilization
- D. Number of calls offered
正解：A、C
質問 # 20
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a workflow email alert to send the article to the customer.
- B. Create a macro to send an email with the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create an auto-response rule to send the article to the customer.
正解：C
解説：
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
質問 # 21
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Hitory Utility in the Utility bar.
- B. Actions & Recommendations component.
- C. Screen flow launched from a global action.
- D. Recent Items set to Account object.
正解：D
質問 # 22
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
- A. Set a validation rule
- B. Enable Case Merge.
- C. Configuration a blocking duplicate rule
- D. Create an auto-launched flow.
正解：D
質問 # 23
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Agile
- B. Kanban
- C. Force.com IDE
- D. Waterfall
正解：A
質問 # 24
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. Enable the Moderation feature to automatically create cases from posts.
- B. Create and assign permission sets to give agents social account access.
- C. Retrieve Social Studio credentials.
- D. Select two Twitter or Facebook accounts.
正解：B、D
質問 # 25
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 Lifecycle report type.
- D. Create a report using the Case Snapshot report type.
正解：C
質問 # 26
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. RESTful services with GET, POST, or PUT
- B. Visualforce page APEX SOAP async callout
- C. Workflow-driven outbound messaging
- D. Schedule batch Apex processing job
正解：C
質問 # 27
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
- A. Average Handle Time
- B. Total Open Cases
- C. Reduced Call Volume
正解：A
解説：
To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation.
質問 # 28
......
更新された2024年12月合格させるService-Cloud-Consultant試験リアル練習テスト問題：https://www.goshiken.com/Salesforce/Service-Cloud-Consultant-mondaishu.html
あなたを合格させる試験には100%確認済みService-Cloud-Consultant試験問題：https://drive.google.com/open?id=1sBqPFbqkBhfdC1JYyO3tplroUo8DrL04