Service-Con-201問題集、Salesforce実際の試験問題

質問 1

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

A. Enable lookup filters.

B. Set OWD sharing to Private.

C. Configure a Quick Action.

正解: A

解説: (PassTest メンバーにのみ表示されます)

質問 2

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

A. Create a Flow to assign the entitlement process to the Work Order.

B. Create a single entitlement process on both the Case and the Work Order.

C. Create separate entitlement processes for the Case and Work Order.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 3

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?

A. Add the Knowledge related list to the Case record page.

B. Add the Knowledge component to the Case record page.

C. Add the Knowledge tab to the Service Console.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 4

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a joined report.

B. Create a report using Grouping.

C. Create a reporting snapshot.

正解: A

解説: (PassTest メンバーにのみ表示されます)

質問 5

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently.
How can the Support Manager meet these requirements?

A. Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.

B. Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

C. Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 6

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?

A. Data Category Visibility of All Categories provides Public Read-Only access.

B. Data Categories no longer control access to articles.

C. Data Category Visibility of Custom overrides organization-wide default sharing access.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 7

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

A. Email-to-Case

B. Chat with an agent

C. Knowledge base

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 8

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: (PassTest メンバーにのみ表示されます)

質問 9

Universal Containers (UC) frequently receives complex customer issues that require retrieving information from internal knowledge articles not tagged with individual fields. UC needs a service that can process this data and provide accurate, grounded responses.
What should the Service Cloud Consultant recommend?

A. Apex layer that fetches data in real-time from multiple data sources.

B. Agentforce for Service and Agentforce Data Library.

C. Einstein Bots and Article Answers feature.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 10

A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout

B. Service Cloud Call Center

C. Lightning Dialer

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 11

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

A. Set up assignment rules and case queues.

B. Set up escalation rules.

C. Set up self-service Knowledge.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 12

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?

A. Reduced issue resolution time

B. Reduced post-interaction time

C. Reduced first contact resolution time

正解: A

解説: (PassTest メンバーにのみ表示されます)

質問 13

Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

A. Create a Dynamic Dashboard.

B. Create a dashboard for each support manager.

C. Create a dashboard using Reporting Snapshots.

正解: A

解説: (PassTest メンバーにのみ表示されます)

Salesforce Certified Service Cloud Consultant - Service-Con-201 模擬練習