Service-Cloud-Consultant試験問題集でPDF問題とテストエンジン
Service-Cloud-Consultant問題集で必ず試験合格させる
Salesforce Service-Cloud-Consultant 資格認定は、カスタマーサービスやコンタクトセンターでキャリアアップを目指す専門家にとって価値のある資格です。この認定は、候補者の Salesforce Service Cloud に関する専門知識だけでなく、継続的な学習と専門的な成長への取り組みを証明します。Salesforce 認定サービスクラウドコンサルタントは、顧客サービスの運用を最適化するためのスキルと知識を持つ専門家を求める企業にとって高い需要があります。
質問 # 16
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Actions
- B. Service Console Knowledge Components
- C. Data Categories and Article Types
- D. Service Console Profile Assignments
正解：B、C
質問 # 17
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. Field Service Lightning
- B. Chatter Groups
- C. Salesforce Knowledgebase
- D. Service Cloud SOS
正解：A、D
質問 # 18
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. omni Channel
- B. Contact Request
- C. Mobile Connect
- D. Field Service
正解：D
解説：
Explanation
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer's problem via the call center. Verified References: Service Cloud Consultant Certification Guide & Tips, Field Service Overview
質問 # 19
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. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Developers can embed API calls and processes on web pages to automate call handling processes.
正解：C、D
質問 # 20
What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Enable Debug Omni Channel routing configuration in SttUp.
- B. Open the record you want to route.
- C. Log in as a user who is enabled for Omni-Channel access.
- D. Change the owner to a queue associated with the routing configuration,
- E. Open the Omni-Channel Supervisor tab.
正解：B、C、D
解説：
Explanation
These are three necessary steps to test that the Omni-Channel implementation is routing correctly. Changing the owner to a queue associated with the routing configuration ensures that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled for Omni-Channel access allows the user to receive work items from Omni-Channel and see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-Channel to evaluate the record and route it to an available agent based on the routing configuration settings. Verified References: : Test Your Routing Configuration
質問 # 21
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Set up analytical snapshots to capture key case information and create historical trending reports
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- C. Create case escalation rules to route high priority cases directly to supervisors for resolution
- D. Set up a Salesforce Customer Community that will allow customers to create cases online
正解：B、D
質問 # 22
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Cases
- B. Milestones
- C. Service contracts
- D. Assets
正解：C
質問 # 23
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 created by call center agents.
- B. Knowledge search query with no results.
- C. Knowledge articles with the lowest rating.
- D. Number of knowledge articles in each data category.
正解：B、C
解説：
Explanation
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports
質問 # 24
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Employee Community
- C. Partner Community
- D. Customer Community
正解：D
質問 # 25
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Utilize topic tags for each product type
- B. Set the visibility to the data categories
- C. Enable suggested artciels in the community
- D. Define article types with sharing settings
正解：A
解説：
Explanation
Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5
質問 # 26
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Auto-Add
- B. Independent
- C. Sequential
- D. No Resource
正解：C
質問 # 27
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Deduplicate the data before importing into Salesforce,
- B. Standardize all rows to match Salesforce data types.
- C. Import the records and use Duplicate Management.
- D. Import the records and create a workflow rule to change the data type.
- E. Install the Data Quality Analysis Dashboards from the AppExchange.
正解：A、B、C
質問 # 28
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 related list on the case page layout.
- B. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
正解：D
質問 # 29
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. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- B. Enable the "History" component within the Salesforce Console for Service.
- C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
正解：B
質問 # 30
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Identify the requirements needed for initial GoLive.
- B. Provide a timeline that addresses all the requirements.
- C. Prioritize the requirements based on who submitted them.
- D. Organize the requirements from largest to smallest.
正解：A
解説：
Explanation
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices
質問 # 31
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Add an object-specific custom quick action to create new activities.
- D. Provide a macro that will automatically create the activities when executed.
正解：D
質問 # 32
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Salesforce Service-Cloud-Consultant認定を獲得することで、Salesforce Service Cloudを使用してサービスソリューションの設計と実装に関する候補者の専門知識が示されています。この認定は世界的に認識されており、雇用市場で競争力を提供します。雇用主は、優れた顧客サービスとサポートを提供するために必要なスキルと知識を持っている個人を求めており、この認定は、候補者がSalesforce Service Cloudを使用してそうする能力を持っていることを検証します。
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Service-Cloud-Consultant試験問題（更新されたのは2024年）100%リアル問題解答：https://drive.google.com/open?id=198EE7YeFVAnjekSygQYRCqirnkFJAAz-