PDF問題（2025年最新）実際のSalesforce Service-Cloud-Consultant試験問題
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質問 # 23
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A. Use custom labels to manage quick text translations.
- B. Share a folder with quick text for each translation.
- C. Share each quick text individually to Public Groups.
正解：B
解説：
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.
質問 # 24
Which feature should a Consultant configure to allow global Service Reps to call customers from within the
Lightning Service Console?
- A. Local Presence
- B. Lightning Dialer
- C. Macros
- D. Open CTI
正解：B
質問 # 25
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. Waterfall
- C. Force.com IDE
- D. Kanban
正解：A
質問 # 26
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Implement record types and pege layouts.
- C. Use Einstein Next Best Action.
- D. Configure Path for Cases.
正解：C
解説：
Explanation
Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.next_best_action_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.next_best_action_setup.htm&type=5
質問 # 27
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Use a Change Set
- B. Publish a Managed Package
- C. Manually re-create the Permission Sets
- D. Create an Unmanaged Package
正解：A
質問 # 28
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of cases created - - Site by month
- B. Number of IVR inquiries without agent involvement.
- C. Number of cases closed by a self-service user
- D. Average call handle time by team.
正解：A、C
解説：
Explanation
Number of cases created by site by month and Number of cases closed by a self-service user are reports that the contact center manager should present to executive management to demonstrate the success of recent self-service initiatives. These reports can help measure the impact and effectiveness of self-service channels, such as public website and community, on reducing the case volume and increasing the customer satisfaction.
For example:
Number of cases created by site by month is a report that shows the distribution and trend of case creation across different sources, such as phone, email, web, or community, over time. This report can help evaluate the adoption and usage of self-service channels by customers, as well as compare the case volume and workload between different channels.
Number of cases closed by a self-service user is a report that shows the number and percentage of cases that were resolved by customers themselves without agent involvement. This report can help assess the quality and effectiveness of self-service resources, such as knowledge articles, FAQs, forums, or chatbots, as well as measure the cost savings and customer satisfaction from self-service resolution.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Create Reports and Dashboards for Self-Service
質問 # 29
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Quick Actions must be enabled in the org.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. The specific Quick Action must be added to the Case Feed.
正解：B、D
質問 # 30
Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Auto-response rules
- B. Escalation rules
- C. Case teams
- D. Workflow rules
正解：C、D
質問 # 31
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Most popular articles
- B. Total cases created
- C. # of cases via email
- D. # of articles per agent
正解：A、B
質問 # 32
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 a Custom Field to identify the Subject.
- B. Define Data Categories with Custom Visibility.
- C. Define Topics for each Knowledge article.
- D. Define Article Types with Public Sharing Settings.
正解：C
質問 # 33
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Use suggested Knowledge articles
- C. Useintegrated voice response
- D. Increase the Call-to-Order ratio
正解：B、C
質問 # 34
Which 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. Enable the knowledge sidebar related list on the case page layout.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
正解：D
質問 # 35
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
- A. Service Contracts
- B. Milestones
- C. Maintenance Plans
正解：A
解説：
To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
質問 # 36
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Assign the correct Salesforce users to the Call Center.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Enable Live Agent in their community to chat with an agent.
- D. Install an adapter from AppExdiange to work with third-party on systems.
- E. Create a softphone layout and assign to user profiles.
正解：A、D、E
質問 # 37
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Tiered data strategy
- B. Record types
- C. Custom search
- D. Divisions
- E. Custom indexes
正解：A、D、E
質問 # 38
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with check processing
- B. Experience Cloud with payment processing
- C. Service Cloud Voice with Tele-pay
正解：B
解説：
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.
質問 # 39
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case Chatter feed
- B. Social Post record
- C. Case notes related list
- D. Case activity feed
正解：B
解説：
Explanation
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified References: : Social Post Object
質問 # 40
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Create multiple console layouts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Enable keyboard shortcuts
正解：C
解説：
Explanation
Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_components_criteria_based.htm&type=5
質問 # 41
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. AppExchange package
- B. Einstein Bots
- C. Messaging for Web
正解：C
解説：
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
質問 # 42
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