Service-Cloud-Consultant試験無料問題集（178題）「Salesforce Certified Service cloud consultant 認定」

出題：1

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site

B. Employee Community

C. Partner Experience site

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：2

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A. Create a Quick Action to map case fields to a new article

B. Develop a globally-shared macro to create a new article.

C. Use a trigger to automatically create a new article.

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

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a joined report.

B. Create a reporting snapshot.

C. Create a report using Grouping.

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：4

A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?

A. Add the utility bar to the app.

B. Enable the Lightning Console.

C. Configure the CTI Adapter.

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：5

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. Add experts to an integrated Slack channel.

B. Implement Skills-Based Routing to assign the case to experts.

C. Use Email-to-Case to send an email to experts so they can use email threads.

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：6

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：7

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?

A. Postpone the release to the production org so the team can finish the project before the release is deployed.

B. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

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：8

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

A. Use the agents' Presence Status.

B. Use Most Cases Closed report.

C. Use the most available routing model.

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：9

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. Service Cloud Voice with Tele-pay

B. Einstein Bots with check processing

C. Experience Cloud with payment processing

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：10

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?

A. Entitlement processes, contracts, contract line items, and entitlements

B. Entitlement processes, milestones, milestone actions, and entitlements

C. Entitlement processes, contract line items, milestone, and entitlements

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」