無料Service-Cloud-Consultant試験ブレーン問題集認定ガイド問題と解答
Service-Cloud-Consultant認定概要最新のService-Cloud-ConsultantPDF問題集
Salesforce Service-Cloud-Consultant Examに合格するためには、候補者はSalesforce Service Cloudの機能と機能性について徹底的に理解している必要があります。また、ケース管理、ナレッジ管理、サービスコンソールを含むService Cloudソリューションの実装と設定の経験が必要です。候補者はまた、Salesforce Service Cloudを使用した複雑なビジネスフローと統合の設計と実装の経験も必要です。
質問 # 93
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Omni-Channel routing
- B. Web-to-Case forms
- C. Standard Email-to-Case
- D. On-Demand Email-to-Case
正解：C
質問 # 94
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for
different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is an intermediary between a telephony system and a Salesforce CRM call center user
- C. It allows voicemails to be captured and stored as attachments on cases
- D. It is a server based software program that controls the behavior of a Salesforce SoftPhone
正解：A、B
質問 # 95
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
- A. Agent utilization
- B. Deflection rate
- C. Number of closed cases
正解：A
解説：
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time.
Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
質問 # 96
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all
cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers
allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Assignment Rules
- C. Case Auto-Response Rules
- D. Visual Workflow
正解：A
質問 # 97
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?
- A. Omni-Channel Utility Component
- B. Cases report sorted by Rep and Case CreatedDate
- C. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case Owner
正解：C
質問 # 98
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Use Flow Builder to create a flow with scheduled path.
- B. Define case auto-response rules.
- C. Configure case escalation rules.
- D. Estabalish case assignment rules.
正解：C
解説：
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
質問 # 99
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. Add the Knowledge tab to the Console app.
- C. Add the Knowledge Component to the Service Console.
- D. Create email templates with Knowledge Articles attached.
正解：C
質問 # 100
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Optimize the customer community for mobile devices to have access to the same support as desktops.
正解：C、D、E
解説：
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
質問 # 101
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Number of sales queues
- B. Average queue time per agent
- C. Number of leads created
- D. Opportunities per channel
- E. Cost per call
正解：C、D、E
質問 # 102
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the service contract related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the assets related list to contact records
- D. Add the entitlements related list to contact records
正解：D
質問 # 103
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Increase the number of agents.
- B. Enable templates for written responses.
- C. Employ surveys to confirm customer satisfaction.
- D. Improve the agent interface.
正解：B、C
質問 # 104
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B. Create a central "Contact Us" page which provides access to all available channels.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Optimize the customer community for mobile devices to have access to the same support as desktops.
正解：B、D、E
質問 # 105
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
- A. Apex trigger
- B. Escalation rules
- C. Quick Action
正解：C
解説：
For agents wanting to launch a Slack Swarm for difficult cases, Quick Actions provide a straightforward and efficient way to initiate these collaborative efforts. Quick Actions can be configured to start a swarm directly from the Salesforce record, facilitating rapid cross-departmental collaboration in Slack. This approach streamlines the process of pulling in experts from various departments to work together on solving complex customer issues.
質問 # 106
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Validate, Execute, Test
- B. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Test, Execute, Validate
- D. Plan, Prepare, Validate, Execute, Test
正解：B
解説：
Explanation
The steps are as follows:
Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]
質問 # 107
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?
- A. Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import
- B. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
- C. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
正解：C
質問 # 108
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Apex code must be used to update fields in the database.
- C. Elements can be used to pass data to legacy systems.
- D. Elements can be used to update fields in the database.
- E. Apex code must be used to pass data to legacy systems.
正解：A、B、C
質問 # 109
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Scheduled Reports
- B. Milestone Actions
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
正解：A
質問 # 110
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- B. Create a Salesforce Case to have Omni-Channel enabled.
- C. Create the necessary objects in Salesforce.
- D. Customize service channel settings to define how the organization receives work from various
正解：D
解説：
Explanation
Service channels are a required step before configuring Omni-Channel routing. Service channels allow you to define how your organization receives work from various sources, such as cases, chats, leads, orders, or custom objects. You can specify the type, priority, and capacity weight of each service channel, which determines how Omni-Channel routes work items to agents. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Service Channels
質問 # 111
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
- A. Install the Knowledge Base Dashboards & Reports AppExchange package.
- B. Create a review board to evaluate and manage Knowledge articles.
- C. Develop custom Knowledge reports and dashboards.
正解：A
解説：
To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards
& Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.
質問 # 112
......
Salesforce Service-Cloud-Consultant認定は、Salesforce Service Cloudの分野の専門家のスキルと知識を検証する資格情報です。 Salesforce Service Cloudの実装と構成、ケース、知識ベース、コミュニティの管理、および他のSalesforce製品やサードパーティアプリケーションとの統合において、個人の習熟度をテストするように設計されています。認定試験は、Salesforce Service Cloudと協力し、この分野での専門知識を実証したいコンサルタント、管理者、開発者、および建築家を対象としています。
ベストなSalesforce Service-Cloud-Consultant学習ガイドと問題集には2025：https://jp.fast2test.com/Service-Cloud-Consultant-premium-file.html
トップクラスSalesforce Service-Cloud-Consultant試験材料で学習ガイド！練習問題バージョンで挑もう：https://drive.google.com/open?id=1-y2kCL8ziMGgp5C4Nf3gOp9DzbeWIaCN