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Salesforce Service-Cloud-Consultant Examは、Service Cloudドメインでの専門知識を証明したいプロフェッショナル向けに設計されています。Salesforce認定サービスクラウドコンサルタントとして、お客様のユニークなニーズに合わせたサービスクラウドソリューションの設計と実装能力が認められます。この認定は、お客様と協力して優れたカスタマーサービス体験を提供することに焦点を当てる個人に最適です。
Salesforce Service-Cloud-Consultant認定試験は、Salesforce Service Cloud Platformの専門知識を持つ専門家向けに設計されています。この認定は、顧客の要件を満たすSalesforce Service Cloud Solutionsを設計および実装するために必要なスキルと知識を検証します。この試験は、60の複数選択の質問で構成されており、登録には200ドルの費用がかかります。
質問 # 44
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Create a task related to the article with a reminder set for the article start date.
正解：B
質問 # 45
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Average queue time per agent
- B. Number of sales queues
- C. Opportunities per channel
- D. Number of leads created
- E. Cost per call
正解：C、D、E
質問 # 46
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 deflection
- B. Reduced support channels
- C. Reduced issue resolution time
- D. Optimized use of resources
- E. Increased call routing accuracy
正解：A、C、D
解説：
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview
質問 # 47
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?
- A. Review and address Case data issues and set up Einstein Article Recommendations.
- B. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
- C. Review and address Case data issues and set up Einstein Classification Apps.
正解：C
解説：
To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization.
質問 # 48
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
- A. Agent Detail
- B. Assigned Work
- C. Agent Work
正解：C
解説：
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
質問 # 49
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Allow the exercise to be done in a Production instance
- C. Use a Partial sandbox for the DR exercise
- D. Use a Developer Pro sandbox for the DR exercise
正解：A
質問 # 50
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. Leverage Live Agent for web-based chat
- B. Enable service contracts and entitlements
- C. Implement Salesforce Knowledge on a portal
- D. Implement Service Cloud console to support agents
正解：A、C
質問 # 51
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Create a task related to the article with a reminder set for the article start date.
正解：B
質問 # 52
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Quick Text
- B. Visual Workflow
- C. Macros
- D. Lightning Guided Engagement
正解：A、C
質問 # 53
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. Direct Messaging
- B. Case queues
- C. Lightning Component
- D. Contact Request flow
正解：B
質問 # 54
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
- A. Assign the app to the User profile.
- B. Assign the Service User license to their User record.
- C. Assign a permission set granting the Service User license.
正解：A
解説：
Assigning the Service Console application to the User profile ensures that users within specific profiles have access to the appropriate console based on their role and responsibilities. This configuration allows for a customized experience, ensuring that technical support and general customer service teams have access to the tools and information relevant to their unique workflows.
質問 # 55
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- B. Approval process CANNOT allow publishing of articles that have specific validation statuses
- C. Articles CANNOT be published until they are reviewed and validated by a qualified author
- D. Article permission sets allow agents to participate in the article publishing process
正解：D
質問 # 56
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
- A. Require agents to check a box on case when submitting a new suggested article
- B. Measure & reward agents based on the # of new articles submitted for approval
- C. Measure & reward agents based on the # of new articles approved for publication
- D. Create a dashboard for articles submitted by agents & approved for publication
正解：B、D
質問 # 57
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Lifecycle report type.
- B. Create a report using the Case Historical Trending report type.
- C. Create a report using the Case Snapshot report type.
- D. Create a report using the Case Age report type.
正解：C
解説：
Explanation
Creating a report using the Case Snapshot report type is a reporting solution that can help the manager compare the amount of time that cases have spent within each status during their lifecycle. The Case Snapshot report type shows the case status and the number of days that the case was in each status. The Case Snapshot report type can help identify bottlenecks and inefficiencies in the case resolution process. Verified References:: https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_case_snapshot.htm&type=5
質問 # 58
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Creating content as a result of solving issues
- B. Developing a knowledge base on the experience of an individual
- C. Evolving content-based product lifecycles
- D. Rewarding learning, collaboration, sharing and improving.
正解：A、D
質問 # 59
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Suggested Article widget to the Case page layout.
- C. Add the Knowledge Component to the Service Console.
- D. Create email templates with Knowledge Articles attached.
正解：C
質問 # 60
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter on Status equals Ctosea Resolved
- B. Filter where Closed Date equals Created Date
- C. Filter where Dete/Time Opened equals Created Date
- D. Filter or Cosed When Created equals true
正解：D
解説：
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
質問 # 61
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
- A. Data Import Wizard
- B. Mass Transfer Records
- C. Data Loader
正解：C
解説：
For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.
質問 # 62
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