Salesforce Service-Cloud-Consultant問題集で100%カバー率リアル試験問題（更新された178問あります)
リアルService-Cloud-Consultant問題集でリアルSalesforce問題集PDF
Salesforce Service-Cloud-Consultant Examは、Salesforceテクノロジーを使用して顧客サービスとサポートのキャリアを追求する専門家にとって重要な認定試験です。この試験は、Salesforce Service Cloudを使用した顧客サービスソリューションの実装と管理能力を候補者が持っているかどうかをテストするために設計されています。試験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な理解が必要であり、またService Cloudソリューションの実装と設定の経験が必要です。
質問 # 56
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
- A. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
- B. In a Public Read Only sharing model, al users can view cases in a Queue.
- C. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
- D. in a Private sharing model, only queue members can take ownership or cases in the Queue.
正解：B
解説：
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
質問 # 57
Milestones can be added to which three object types?
Choose 3 Answers
- A. Entitlement
- B. Case
- C. Service
- D. Account
- E. Work order
正解：A、B、E
解説：
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects
質問 # 58
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. Both Service Reps can chat with the customer
- C. The Customer doesn't know they were transferred
- D. The chat transcripts and case are transferred
正解：A、D
解説：
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
質問 # 59
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. Service level agreement
- B. Average handle time
- C. Customer satisfaction survey
- D. First call resolution
正解：C、D
質問 # 60
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)
- A. Total number of solutions created by agent
- B. Number of total cases handled
- C. First contact resolution rate
- D. Average number of knowledge articles published
正解：B、C
質問 # 61
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Create a task related to the article with a reminder set for the article start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
正解：D
質問 # 62
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Agent skill-based routing and predictive dialer
- B. Workforce management and customer satisfaction score
- C. Automatic call distributor and interactive voice response
- D. Average handling time and first call resolution time
正解：C
質問 # 63
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
- A. Enablement
- B. Design
- C. Test
正解：B
解説：
Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.
質問 # 64
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 historical trending report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case Lifecyle report type
- D. Create a report using the Case age report type
正解：B
解説：
Explanation
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
質問 # 65
What is the capability of case feed?
- A. Add custom visual force pages to the case feed page layout.
- B. Embed case feed functionality within a visual force page.
- C. Enable call control using the CTI case feed publisher.
- D. Switch from case feed to standard detail pages using a console component
正解：B
質問 # 66
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set up a zip file that contains the CSV, HTML, and image files.
- B. Set the publication status of the article tame to draft status
- C. Create the data categories and set up the data category values.
- D. Create the custom fields for the slide type
- E. Set up the article actions and assign publishers to each action
正解：A、C、E
質問 # 67
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
正解：C
解説：
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
質問 # 68
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. Users must have Modify AM permission to delete archived articles.
- B. The Amde Type field is no longer accessible via SOQi or the API.
- C. Only Published articles are available in the API.
- D. After the migration, an integration process that manages the articles' lifecyde by archiving and
- E. URL formats for articles drffer between Classic and Lightning Knowledge.
正解：A、E
解説：
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :
URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge
質問 # 69
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?
- A. Add the Manage Salesforce Knowledge permission to the user's profile.
- B. Enable Read/Write/Create permissions for Knowledge articles.
- C. Inform users that the only way to create articles is from the Knowledge component.
正解：A
解説：
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary.
This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
質問 # 70
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Service Cloud Voice with Tele-pay
- C. Experience Cloud with Customer Account Portal template
- D. Field Service with Integrated Payments
正解：C
解説：
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
質問 # 71
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Total number of accound and contact records in the database
- B. Work order and customer contact escalation requiements
- C. Visibility and accesst to the work order records
- D. Case closure rules on the original case
- E. Accoun team relationship to the primary contact
正解：B、C、D
解説：
Explanation
These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.work_orders_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.sharing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5
質問 # 72
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
- A. It should be routed via Omni-Channel,
- B. It is incompatible with Einstein Bots.
- C. It should be deployed with Experience Builder.
正解：A
解説：
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing.
This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.
質問 # 73
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, validate, execute, test
- B. Prepare, plan, Test, execute, validate.
- C. Plan, prepare, validate, execute, test
- D. Plan, prepare, test, execute, validate.
正解：D
解説：
Explanation
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices
質問 # 74
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
- A. Use Most Cases Closed report.
- B. Use the agents' Presence Status.
- C. Use the most available routing model.
正解：C
解説：
To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.
質問 # 75
What is a common deflection technique to reduce the number of interactions for a contact center?
- A. Recommend articles prior to a Chat session.
- B. Recommend articles during a call from a support agent.
- C. Suggest articles for an Email-ta-Case question.
正解：A
解説：
A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.
質問 # 76
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
- A. Migrate child cases first.
- B. Migrate parent and child cases together.
- C. Migrate parent cases first.
正解：B
解説：
When migrating from a legacy case management system to Salesforce, it's essential to retain the existing parent-child relationships between cases. Migrating parent and child cases together ensures that these relationships are preserved in the new system. This approach requires careful planning and mapping of case relationships during the migration process to maintain the hierarchical structure of cases, ensuring continuity and integrity of case management practices in Salesforce.
質問 # 77
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?
- A. Email-to-Case
- B. Heroku Connect
- C. On-Demand Email-to-Case
正解：C
解説：
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.
質問 # 78
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Case report grouped by call center
- B. DynamicDahsbaord by Call Center
- C. Reporting Snapshots by call center
- D. Report Subscriptions by call center
正解：C
質問 # 79
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 evolves based on usage and demand
- C. Reduced issue resolution time
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
正解：B、C
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 # 80
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a record Highlights Panel
- C. On a utility bar of the Lightning App
- D. On a recordActivity Feed list
正解：D
質問 # 81
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