Salesforce Service-Cloud-Consultantリアルに2023年最新のブレーン問題集で模擬試験問題集
Service-Cloud-Consultant試験問題 リアルなService-Cloud-Consultant練習問題集
質問 # 54
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Average call handle time by team
- C. Number of cases created using portal
- D. Number of cases closed by a self-service user
正解：C、D
質問 # 55
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. Use the files related list on each article to add files to your articles.
- B. Upload the files as documents, then relate them to the migrated articles.
- C. Post the files to the chatter feed on each article.
- D. Use the lightning knowledge migration tool and choose "include files".
正解：A
質問 # 56
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interaction channel and assign them to different agent profiles.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - D. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements.
正解：D
質問 # 57
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Customize the Lightning Console chat page.
- C. Customize the Pre-chat form.
- D. Configure Lightning Guided Engagement.
正解：C
質問 # 58
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
正解：C
質問 # 59
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Enable Social Customer Service.
- C. Integrate Facebook to its existing Customer Community.
- D. Create a Lightning Platform app for Facebook monitoring.
正解：A
質問 # 60
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of closed cases on first call
- B. Average number of days to close cases
- C. Number of open cases per day
- D. Number of cases escalated
- E. Number of new customers added
正解：B、C、D
質問 # 61
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the fields to the highlights panel
- B. Add the fields to the page layout and add the fields to the highlights panel.
- C. Remove these fields from the page layout and add the components to the highlights panel.
- D. Add these fields to the page layout and add the components to the highlights panel
正解：B
質問 # 62
UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet
this requirement?
(choose 1 answer)
- A. Use an escalation rule to move cases into the product manager queue
- B. Use an assignment rule to assign new cases to the product manager
- C. Use Chatter case feed and case teams to monitor cases
- D. Use a workflow rule to send an email to the product manager
正解：D
質問 # 63
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Average call handle time by team.
- C. Number of cases created using Communities by month.
- D. Number of Knowledge articles created each month.
正解：A、C
質問 # 64
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Visibility into service entitlements
- C. Predictive dialer for outbound calls
- D. Mobile access to case information
正解：B、D
質問 # 65
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Creating content as a result of solving issues
- B. Rewarding learning, collaboration, sharing and improving.
- C. Evolving content-based product lifecycles
- D. Developing a knowledge base on the experience of an individual
正解：A、B
質問 # 66
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Developers can embed API calls and processes on web pages to automate call handling processes.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
正解：B、C
質問 # 67
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
- A. Enable Omni Channel in Setup.
- B. Assign Users to Omni Channel permissions.
- C. Assign Users to the Omni Channel Feature License.
- D. Contact Salesforce to have Omni Channel enabled.
正解：A
質問 # 68
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Retrieve Social Studio credentials.
- B. Create and assign permission sets to give agents social account access.
- C. Enable the Moderation feature to automatically create cases from posts.
- D. Select two Twitter or Facebook accounts.
正解：B、C
質問 # 69
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