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

出題：1

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

A. Create reports to analyze data in order to understand peak times and ensure adequate.

B. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

C. Set up analytical snapshots to capture key case Information and create historical trending reports.

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

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

A. Case History related list

B. Activity analytics tab

C. Actions & Recommendations component

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：3

Cloud Kicks uses 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 collaborate on cases.
What should a consultant recommend to meet the requirements?

A. Include the History utility in the console app.

B. Mention the case number in a Chatter group.

C. Add the Account object to Recent Items utility.

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 Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

A. Account teams

B. Case swarms

C. Case teams

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 wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. Web-to-Case

B. Email-to-Case

C. AppExchange package

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：6

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

A. Customize the pre-chat form.

B. Customize the Lightning Console chat page.

C. Customize Intents using Einstein Chatbots.

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

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

A. Escalation Rules

B. Path for Cases

C. Einstein Next Best Action

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：8

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：9

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?

A. Utilize MuleSoft to integrate the systems.

B. Utilize an AppExchange integration package.

C. Utilize Apex with integrated External Objects.

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：10

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

A. Assigned Work

B. Agent Detail

C. Agent Work

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)

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