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Salesforce Service-Cloud-Consultant 認定試験の出題範囲：
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質問 54
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Chatter feeds
- B. Self Service Portal
- C. Customer Portal
- D. Email to Case
正解: A
質問 55
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Activate data validation rules
- B. Data Normalization
- C. Data mapping
- D. Data Cleansing
正解: C,D
質問 56
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact report run time
- C. Contact view page load time
- D. Contact related list load time
正解: B
質問 57
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created - B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created - C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created - D. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created
正解: D
質問 58
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Quality monitoring score
- C. Schedule adherence
- D. Agent utilization
正解: C,D
質問 59
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. web-to-Case
- C. An AppExchange package
- D. Email-to-Case
正解: A
質問 60
Using Import Wizard, how many Asset records can you import at a time?
- A. You cannot import Assets via Import Wizard
- B. 0
- C. 1
- D. 50,000
- E. 100,000
正解: A
質問 61
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom report
- B. Custom Visual force page
- C. Custom related list
- D. Customer view of case tab
正解: B
質問 62
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Server hardware infrastructure rebuilds
- B. Highly available telecom solution
- C. Periodic maintenance windows
- D. System software restore after an outage
正解: B,C
質問 63
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
- A. Predictive dialer for outbound calls
- B. Visibility into service entitlements
- C. Mobile access to case information
- D. Chatter groups for customer
正解: B,C
質問 64
Which two configuration steps are required before quick actions can be used in Macros?
- A. The specific quick action must be added to the case Feed.
- B. Quick Actions must be enabled in the org.
- C. Global Actions needs on the publisher layout.
- D. The specific quick action must be added to the case record Type.
正解: A,B
質問 65
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Enable and configure wildcards for article searches
- B. Require that an article be added when closing a case
- C. Set up an intuitive Data Category hierarchy
- D. Restrict the Manage Articles user permission
正解: C,D
質問 66
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?
- A. Develop data map
- B. Normalize database
- C. Perform data cleaning
- D. Enable data validation rules
正解: A,C
質問 67
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telesales center
- B. Telemarketing center
- C. Human Resources (HR) help desk
- D. Information Technology (IT) help desk
正解: D
質問 68
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
- A. Omni-Channel
- B. Social Conversation Component
- C. Custom Lightning Component
- D. AppExchange solution
正解: B
質問 69
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Action must be on the page layout.
- B. Publisher Actions used in the macros must be on the page layout.
- C. Users must use Lightning Experience.
- D. The Macros widget or utility must be added to the console.
- E. The Run Macros Permission must be granted to users.
正解: B,C,E
質問 70
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Configure Chatter for public access
- C. Create a Customer Community
- D. Add Live Agent to public-facing sites
- E. Utilize KCS to manage Knowledge
正解: A,D,E
質問 71
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