Service-Cloud-Consultant試験無料問題集（292題）「Salesforce Certified Service cloud consultant 認定」

出題：1

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. Case escalation

C. Omni-Channel routing

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

A. Einstein Bots

B. Service GPT

C. Slack Connect

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?

A. All Cases by Customer

B. Case Resolution Time

C. All Open Cases by Priority

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's brand voice and preferred communication style, while also being explicitly instructed on what types of responses to avoid. This level of control is crucial for maintaining brand consistency in customer interactions.
What would be the most appropriate use of AI agents to address this requirement?

A. Agentforce Service Agent with custom topic instructions.

B. Agentforce Service Agent with standard topics and instructions.

C. Einstein Bot to have a well-defined conversation structure.

正解：A 解答を投票する

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出題：5

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications.
Which feature is needed to connect the AI agent to the Salesforce Knowledge base?

A. Einstein Search for Knowledge

B. Knowledge component in Experience Builder

C. Agentforce Data Library

正解：C 解答を投票する

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出題：6

Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

A. Case Lifecycle

B. Case History

C. Cases with Milestones

正解：B 解答を投票する

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出題：7

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?

A. Generate all of the requirements with UC executives and then develop the project schedule.

B. Finish all of the project requirements at once and deliver a complete solution.

C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

正解：C 解答を投票する

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出題：8

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access using the role hierarchy.

B. Create a single data category group for each division and provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on the article category.

正解：B 解答を投票する

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出題：9

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A. An organization-wide default of Public Read/Write on the Case object

B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：10

Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases?

A. Omni-Channel Analytics

B. Omni-Channel Utility component

C. Omni-Channel Supervisor tab

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：11

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.
Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

A. Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

B. Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.

C. Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.

正解：A 解答を投票する

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出題：12

What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?

A. It is incompatible with Einstein Bots.

B. It should be routed via Omni-Channel.

C. It should be deployed with Experience Builder.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：13

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Have customers search the Knowledge base for solutions.

B. Create an Experience Cloud site for customers.

C. Provide a toll-free customer support phone number.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

Service-Cloud-Consultant試験無料問題集「Salesforce Certified Service cloud consultant 認定」