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質問 # 95
Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
- A. Configure Omni-Channel Skills-Based Routing.
- B. Configure Omni-Channel Queve-Based Routing.
- C. Configure Case Assignment rule and Omni-Channel Supervisor.
正解：A
解説：
For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.
質問 # 96
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 Intents using Einstein Chatbots.
- C. Customize the Lightning Console chat page.
正解：A
解説：
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.
質問 # 97
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
正解：D
質問 # 98
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call routing accuracy
- B. Increased call deflection
- C. Optimized use of resources
- D. Reduced issue resolution time
- E. Reduced support channels
正解：C、D、E
質問 # 99
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use entitlements to define a process and milestones
- C. Use escalation rules
正解：B
質問 # 100
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. Slack Connect
- B. Einstein Bots
- C. Service GPT
正解：B
解説：
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
質問 # 101
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 Lightning Knowledge Migration Tool and choose 'include files'.
- B. Use the Files Related List on each article to add files to your articles.
- C. Upload the files as Documents, then relate them to the migrated Articles.
- D. Post the Files to the Chatter Feed on each Article.
正解：B
解説：
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]
質問 # 102
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. Case Assignment Rules
- B. Customer Community
- C. Embedded Chat Service
- D. Web-to-Case
正解：C
解説：
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 # 103
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar setting in the case support settings.
- B. Create a visualforce page called knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
正解：D
解説：
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5
質問 # 104
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Chatter group and invite the customer to join with an external chatter user.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
正解：D
解説：
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
質問 # 105
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
- A. Einstein Bots
- B. OmniStudio
- C. Messaging
正解：C
解説：
To allow customers to send messages to agents in the Service Console via their preferred mobile app, the Messaging feature is recommended. This feature supports various messaging channels such as SMS, Facebook Messenger, and WhatsApp, enabling customers to communicate with service agents using their preferred platforms. The integration of Messaging with the Service Console provides agents with a unified interface for handling customer interactions across different messaging platforms.
質問 # 106
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Change the org-wide default for cases and contacts internal access to private.
- B. Create a sharing rule to share the contact record with the community member.
- C. Set up a sharing set to grant access based on the community member's contact record.
- D. Update the case assignment rule to add the community member to the predefined case team.
正解：C
解説：
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
質問 # 107
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 the necessary objects in Salesforce.
- C. Create a Salesforce Case to have Omni-Channel enabled.
- D. Customize service channel settings to define how the organization receives work from various
正解：A
質問 # 108
Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Field Service Lightning
- C. Salesforce Knowledgebase
- D. Service Cloud SOS
正解：B、D
質問 # 109
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Omni-Channel Supervisor tab
- C. Cases report sorted by Rep and Case CreatedDate
- D. Omni-Channel Utility Component
正解：B
質問 # 110
How should a consultant configure a report that shows the average number of days that Cases stay open?
- A. Use the standard Case Age field on the report.
- B. Create a formula field on Case to calculate the average age.
- C. Create a report snapshot of the number of open Cases each day.
正解：A
解説：
The standard Case Age field in Salesforce reports is designed to track the duration for which a case remains open. By including this field in a report, consultants can easily calculate and analyze the average number of days that cases stay open, providing valuable insights into case resolution times. This metric is crucial for understanding the efficiency of the service team and identifying areas for process improvement. The Case Age field automatically calculates the time from case creation to closure (or the current time if the case is still open), making it a straightforward and effective way to monitor case resolution performance without the need for custom calculations or snapshots.
質問 # 111
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate closed cases with milestones and entitlements
- B. Migrate open and closed cases without milestones and entitlements
- C. Migrate closed cases to a custom read-only object
- D. Migrate open and closed cases with milestones and entitlements
正解：A
質問 # 112
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Contact Request flow
- B. Case queues
- C. Direct Messaging
- D. Lightning Component
正解：B
解説：
Explanation
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References:: 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 # 113
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Leverage Live Agent for web-based chat.
正解：B、D
質問 # 114
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Configure the case list under custom console components so users can view the list view along with the case view
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- C. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
正解：B
質問 # 115
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Contracts and SLASs
- B. Cases
- C. Contacts
- D. Chatter Answers
正解：C、D
質問 # 116
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