最新Service-Cloud-Consultant合格保証試験問題集には正確で最新な問題があります [Q32-Q52]

5/5 - (3 votes)

最新Service-Cloud-Consultant合格保証試験問題集には正確で最新な問題があります

Service-Cloud-Consultant試験ブレーン問題集で学習注釈と理論

新問題 32
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps’ responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

Configure Omni-Channel Supervisor tab and 3rd party access.

Configure Live Agent Supervisor tab and Whisper Messages.

Add the Live Agent Component to the Utility bar.

Configure the SOS snap-in for the Lightning Service Console.

新問題 33
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

新問題 34
Which support channel requires the smallest amount of agent work time?

Web to case

Email to case

Webself service

Chat

新問題 35
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

Create an FAQ article type and configure the enable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

新問題 36
Which three are characteristics of Visual Workflow? Choose 3 answers

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

新問題 37
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

新問題 38
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

Cleanse the data outside of Satesfbrce and then migrate the data.

Use the Salesforce data loader to load and cleanse the data.

Use the Salesforce import wizard to load and cleanse the data.

Upload the data into Salesforce and then run data cleansing tools.

新問題 39
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed
cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

新問題 40
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

新問題 41
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

新問題 42
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

Average call handle time by team

Number of cases created using portal

Number of cases closed by a self-service user

Number of IVR inquiries without agent involvement

新問題 43
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)

Requirements traceability matrix

Solution design document

Project milestones

Project kickoff presentation

新問題 44
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

新問題 45
For which purpose should a contact center use visual workflow?

To escalate a case to the support manager if it has been open for more than 72 hours.

To automatically assign cases to a specific queue based on the customer support level.

To assign follow-up tasks to an agent one week after a case is closed.

To automate business processes for agents who troubleshoot customer support issues via phone.

新問題 46
Which case submission process leverages Apex email services?

Web-to-Case

Email-to-Case

On-demand Email-to-Case

Case submitted using chat

新問題 47
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

新問題 48
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

Use a global quick action to capture details.

Use an auto-launched flow to capture details.

Use a new customer Path on Contact to capture details.

Use Open CTI with Pop to flow to capture details.

新問題 49
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers:

Mix telephony interactions with email and chat

Extend benefits to part-time agents

Provide additional training on tools and process

Allow shift trading between agents

新問題 50
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Map articles with HTML sections to rich text area fields

Use change sets to import data categories

Create a separate .csv for each article type

Use the data loader to import unstructured articles

新問題 51
Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they can work more efficiently.
Which two features requires Service Cloud?

Open multiple case records as tabs and sub tabs

Unique page layouts for each Case Record Type

Utility Bar

Access to Knowledge Articles

新問題 52
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Assignment rules

Validation rules

Workflow rules

Auto-response rules

Loading …

Salesforce Service-Cloud-Consultant 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Explain the use cases and benefits for different interaction channels Explain the considerations for data migration and data quality
トピック 2	Explain the use cases, capabilities, and limitations of Service Cloud automation Determine how to facilitate a successful consulting engagement
トピック 3	Distinguish the key components that contribute to performance optimization within a design Explain the factors that influence key contact center metrics, KPIs, and business challenges
トピック 4	Describe the considerations when migrating from Knowledge to Lightning Knowledge Describe the use cases and functionality for each interaction channel
トピック 5	Given a set of KPIs, determine the appropriate case management solution How to configure the service entitlements and milestones in Salesforce
トピック 6	Compare and contrast the different types of contact centers and their business drivers Understand the key factors to consider when implementing a Knowledge data migration strategy
トピック 7	Evaluate the considerations when designing reports and dashboards to serve different stakeholders Analyze customer requirements to determine an appropriate solution design considering capabilities