[2024年02月21日] Service-Cloud-Consultantテストエンジンお試しセット、Service-Cloud-Consultant問題集PDF
最新のSalesforce Service-Cloud-ConsultantのPDFと問題集で（2024）無料試験問題解答
Salesforce Service-Cloud-Consultant認定試験は、Salesforce Service Cloudに特化したプロフェッショナルを目指す人々のために設計されています。この認定は、ビジネス要件を満たすService Cloudソリューションの設計と実装における候補者の専門知識を検証します。Salesforce Service-Cloud-Consultant認定は、個人がService Cloudを使用して顧客サービスとサポートを改善し、顧客データ、ケース管理、および分析を管理することに熟練していることを示します。
Salesforce Service-Cloud-Consultant認定試験は、Salesforce Service Cloudに特化したプロフェッショナルにとって重要な段階です。ビジネス要件を満たすService Cloudソリューションを設計および実装する専門知識を検証し、顧客データ、ケース管理、および分析を管理する能力を証明します。Salesforce Service Cloudでの専門知識を証明したい場合は、Service-Cloud-Consultant認定資格が非常に有用です。
質問 # 48
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
- A. Consolidate into 3 or fewer category groups.
- B. Organize up to 200 categories in each category group.
- C. Assign up to 10 data categories per category group to each article.
- D. Reorganize Into a hierarchy with 6 or fewer levels.
正解：A
質問 # 49
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
- A. Execute a macro
- B. Navigate a Screen Flow.
- C. Leverage Einstein Case Wrap-Up.
正解：A
解説：
To efficiently create multiple activities related to the new partner onboarding process, executing a macro is a cost-effective method. Macros automate repetitive tasks, allowing agents to quickly generate the required activities for each step of the onboarding process, saving time and reducing manual effort.
質問 # 50
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project
schedule - B. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - C. Add development resources to the project team to build out the additional requirements.
- D. Document the requirements gap and communicate development options to the project team
正解：D
質問 # 51
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Post the Files to the Chatter Feed on each Article.
- B. Use the Files Related List on each article to add files to your articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Upload the files as Documents, then relate them to the migrated Articles.
正解：D
質問 # 52
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Case Assignment Rules
- C. Web-to-Case
- D. Customer Community
正解：A
解説：
Explanation
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
質問 # 53
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders.
CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
- A. Assign the WorV Order to the same Case as the Entitlement Process.
- B. Create or Apex Trigger to assign the Entitlement Process to Work Order.
- C. Work Orders created from a Case automaticallv inherit the Entitlement Process
- D. Set up separate Entitlement Process for Case and Work Order
正解：C
解説：
Explanation
This is the recommended configuration to meet the requirements, because it simplifies the setup and ensures consistency between Case and Work Order entitlements. When a Work Order is created from a Case that has an Entitlement Process, the Work Order automatically inherits the same Entitlement Process as the Case. This means that CK does not need to create separate Entitlement Processes for Case and Work Order, or use triggers or workflows to assign them. Verified References: : Work Orders and Entitlement Processes
質問 # 54
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Enable Live Agent in their community to chat with an agent.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Install an adapter from AppExdiange to work with third-party cn systems.
- E. Assign the correct Salesforce users to the Call Center.
正解：A、D、E
質問 # 55
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. 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.
- B. 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 - 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
解説：
Explanation
Ensuring that each existing article type has a corresponding knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: [Service Cloud Consultant Certification Guide & Tips], Article Types Overview
質問 # 56
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case Lifecyle report type
- B. Create a report using the Case historical trending report type
- C. Create a report using the Case age report type
- D. Create a report using the Case snapshot report type
正解：A
質問 # 57
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced issue resolution time
- D. A knowledge article life cycle that evolves based on usage and demand
正解：C、D
解説：
Explanation
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5
質問 # 58
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In
addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Entitlements
- B. Workflow Management (WFM)
- C. Chat log history
- D. Interactive Voice Response (IVR)
- E. Automatic Call Distributor (ACD)
正解：B、E
質問 # 59
A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles with the lowest rating.
- B. Knowledge search query with no results.
- C. Knowledge articles created by call center agents.
- D. Number of knowledge articles in each data category.
正解：A、B
質問 # 60
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Messaging
- B. Chat
- C. Social Customer Service
- D. Service Console
正解：A、D
解説：
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview
質問 # 61
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign user to public group with access to the service console app
- C. Assign users a permission with access to the service console app
- D. Assign users a profile with access to the service console app
正解：C、D
質問 # 62
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Configure Chatter for public access
- B. Implement SOS for mobile experience
- C. Utilize KCS to manage Knowledge
- D. Create a Customer Community
- E. Add Live Agent to public-facing sites
正解：B、C、E
質問 # 63
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers
- A. Chatter Group
- B. Call Center Agent
- C. Einstein Bots
- D. Web Chat
正解：B、C
解説：
Explanation
Einstein Bots and Call Center Agents are two places where the messages can be routed to. Einstein Bots are automated chat agents that can handle common customer requests, such as checking order status, resetting passwords, or updating information. Call Center Agents are human agents who can take over the conversation from Einstein Bots when more complex or personalized assistance is needed. Verified References: : Einstein Bots Overview : : Call Center Agents Overview
質問 # 64
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
- A. Prepare, Plan, Test, Validate, Execute
- B. Plan, Prepare, Execute, Test, Validate
- C. Plan, Prepare, Test, Execute, Validate
正解：C
解説：
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
質問 # 65
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
- A. Configure Skills-Based Routing for service channels.
- B. Configure a self-service Knowledge Base.
- C. Create auto-response templates for Case emails.
正解：B
解説：
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
質問 # 66
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Auto-response rules
- B. Case teams
- C. Workflow rules
- D. Escalation rules
正解：B、C
質問 # 67
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