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

出題：1

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case related list on the Product page layout.

B. Configure a Case list view filtered by My Cases.

C. Configure a Case list view filtered by My 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：2

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

A. Field Service Management

B. Workforce Engagement

C. Incident Management

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

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?

A. Use Flow Builder to send an email to the customer.

B. Use auto-response rules to send an email to the customer.

C. Use Escalation Rules to assign the case to a case queue.

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

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：5

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?

A. Enable Chat in an Experience Cloud site.

B. Allow comments on Knowledge articles.

C. Create a self-service help Center

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：6

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?

A. Build a joined report.

B. Build a custom report type.

C. Build a dashboard.

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：7

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?

A. Create synonym groups.

B. Enable Suggested Articles.

C. Add data category groups.

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 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：9

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?

A. Create a case team workspace in Slack.

B. Enable and configure Swarming in Slack.

C. Configure a case notification Slackbot.

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

Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?

A. Action & Recommendations component

B. Einstein Article Recommendations

C. Einstein Reply Recommendations

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」