検証済みService-Cloud-Consultant問題集PDF資料 [2024]
最新のService-Cloud-Consultant実際の無料試験問題更新された178問あります
Salesforce Certified Service Cloud Consultant Examは、ケース管理、ナレッジ管理、サービスコンソール、分析、レポートなど、顧客サービスに関連する様々なトピックをカバーする包括的なテストです。この試験は、Salesforce Service Cloudを使用した複雑な顧客サービスソリューションを設計および実装する能力も評価します。試験は、105分で完了する必要がある60の多肢選択問題で構成されています。
質問 # 39
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Field validation during case creation
- B. Caller verification and creation of a new case
- C. Assignment of email to a case queue based on subject
- D. Decision-based troubleshooting for agents
- E. Cross-sell promotions for agents
正解：B、D、E
質問 # 40
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Service-Level Measure
- B. Customer Satisfaction
- C. Customer Engagement Score
- D. Net Promoter Score
正解：D
質問 # 41
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
- A. Create queues with support agents and use assignment rules.
- B. Configure Web-to-Case and use assignment rules,
- C. Predefine case teams and use assignment rules.
正解：A
解説：
To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.
質問 # 42
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Build a repository of Knowledge articles related to integration and share it with the customer.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Enable Chatter case feed and add product development team members to the case team.
- D. Create a related child case and assign the child case to the product development team.
正解：B
質問 # 43
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements. - B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - C. Create case page layouts for each interaction channel and assign them to different agent profiles.
- D. Create multiple agent console applications and configure the Iayout based on the user's requirements.
正解：A
質問 # 44
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
正解：D
質問 # 45
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Self-service deflects easy cases, leaving more complex cases for agents.
- B. Customers are spending additional time searching for answers.
- C. Agents do not have access to the same Knowledge articles as customers.
- D. Customers must spend additional time registering for the portal.
正解：A
解説：
Explanation
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
質問 # 46
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Use a community template to set up their customer community.
- B. Enable Live Agent in their community to chat with an agent.
- C. Enable web -to -case on their public website.
- D. Add the Question action to Chatter in the community publisher.
正解：A、D
質問 # 47
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use escalation rule to send an email
- B. Use auto response rule to send an email
- C. Identify those cases and assign to the closure team
- D. Supervisors to investigate those cases
正解：C、D
質問 # 48
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
- A. Publish a Managed package
- B. Manuallyre create the Permission sets
- C. Change set
- D. Create an Unmanaged package
正解：C
解説：
Explanation
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users' functional access without changing their profiles. Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview
質問 # 49
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Files
- B. Salesforce Content
- C. Classic Knowledge
- D. Lightning Knowledge
正解：C
質問 # 50
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
- A. Use Email-to-Case to send an email to experts so they can use email threads.
- B. Implement Skills-Based Routing to assign the case to experts.
- C. Add experts to an integrated Slack channel.
正解：C
解説：
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.
質問 # 51
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Suggested Article widget to the Case page layout.
- B. Create email templates with Knowledge Articles attached.
- C. Add the Knowledge tab to the Console app.
- D. Add the Knowledge Component to the Service Console.
正解：D
解説：
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component provides suggested article functionality to Lightning Service Console users by automatically recommending articles that match the case subject, description, or data categories. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
質問 # 52
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Search utility component
- B. Comments list view
- C. Global search
- D. Comment search component
正解：C
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 # 53
Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?
- A. An outbound message to a middleware platform to provide map details
- B. A Web Service call-out that retrieves map details from the backend system
- C. A custom tab of type URL that displays a map image of customer location
- D. A mashup integration on the Account page to a third-party mapping service
正解：D
質問 # 54
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Average handle time
- D. Service level agreement
正解：A、B
質問 # 55
UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each article type
- B. Configure data category values for each product
- C. Define approval processes for each product
- D. Configure article types for each kind of content
- E. Configure workflow rules for each data category
正解：B、D、E
質問 # 56
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. Upload the images into Salesforce prior to importing the articles
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Include images in an .html file using the image tag and src attribute
- D. Ensure that each image does NOT exceed the maximum of 25 MB
正解：C
質問 # 57
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Require agents to check a box on the case when submitting a new suggested article.
- C. Measure and reward agents based on the number of new articles submitted for approval.
正解：A
解説：
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.
質問 # 58
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Useintegrated voice response
- D. Bypass entitlement verification
正解：A、C
質問 # 59
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which benefit can be expected?
- A. Reduced post-interaction time
- B. Reduced issue resolution time
- C. Reduced first contact resolution time
正解：B
解説：
Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.
質問 # 60
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Read/Write
- B. Read Only
- C. Private
- D. Visible in Portal
正解：B
質問 # 61
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. All open Cases by Priority
- C. Case resolution time
- D. All Cases closed Month-to-date
- E. All open cases by Channel
正解：A、C、D
解説：
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview
質問 # 62
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. Omni-Channel
- B. Case Escalation
- C. Case Milestones
- D. Entitlements
正解：D
解説：
Explanation
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 # 63
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Salesforce Service-Cloud-Consultant 資格認定は、世界中の雇用主やクライアントから、Service Cloud コンサルティングにおける卓越性の証として認められています。この資格を取得することで、新たなキャリアの機会が広がり、収益性が向上するだけでなく、Salesforce エコシステムにおける専門家としての評判を築くことができます。
Service-Cloud-Consultant認定試験は、サービスクラウド自動化、サービスコンソールのカスタマイズ、データ管理、および分析など、様々なトピックについて候補者をテストします。この試験は60の多肢選択問題から構成され、105分以内に完了する必要があります。試験に合格するには、候補者は65％以上のスコアを取得する必要があります。
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