無料Salesforce Service Cloud Consultant Service-Cloud-Consultant究極の学習ガイド（更新された178問あります)
トップクラスのService-Cloud-Consultant練習試験問題
Salesforce Service-Cloud-Consultant認定は、Salesforce Service Cloudの分野の専門家のスキルと知識を検証する資格情報です。 Salesforce Service Cloudの実装と構成、ケース、知識ベース、コミュニティの管理、および他のSalesforce製品やサードパーティアプリケーションとの統合において、個人の習熟度をテストするように設計されています。認定試験は、Salesforce Service Cloudと協力し、この分野での専門知識を実証したいコンサルタント、管理者、開発者、および建築家を対象としています。
質問 # 67
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 reporting snapshot.
- C. Create a report using Grouping.
正解：A
解説：
To measure first-call resolution by channel, agent, and calendar month, creating a joined report is the most effective reporting solution. Joined reports in Salesforce allow for the combination of data from different report types into a single report, providing a comprehensive view of related metrics. This capability is particularly useful for analyzing first-call resolution rates across multiple dimensions (channel, agent, and time), enabling the support manager at Universal Containers to gain insights into performance trends and identify areas for improvement in the service delivery process.
質問 # 68
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Create a separate .csv for each article type
- B. Use the data loader to import unstructured articles
- C. Map articles with HTML sections to rich text area fields
- D. Use change sets to import data categories
正解：B、C
質問 # 69
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?
- A. Enable Read/Write/Create permissions for Knowledge articles.
- B. Inform users that the only way to create articles is from the Knowledge component.
- C. Add the Manage Salesforce Knowledge permission to the user's profile.
正解：C
解説：
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary.
This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
質問 # 70
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Article Translation
- B. Smart Links
- C. Approval Process
- D. Apex Trigger
正解：C
解説：
Explanation
Approval Process is a method that can maintain the article quality while allowing all service agents to create articles. Approval Process is a feature that allows administrators to define the steps and criteria for approving records, such as articles, in Salesforce. Approval Process can be used to ensure that each article created by an agent is reviewed and approved by a subject matter expert before becoming available to users. Verified References: : https://help.salesforce.com/s/articleView?id=sf.approvals_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_process.htm&type=5
質問 # 71
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be
surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What
solution should a consultant recommend to meet this requirement?
- A. Use auto-response rules to send an email to the customer
- B. Use assignment rules to assign the case to a case queue
- C. Use workflow rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
正解：C
質問 # 72
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Escalate a question to a case
- B. Select best answers for questions.
- C. Knowledge articles can be created from Answers
- D. Answers can be exposed to partner portal users
- E. External users can subscribe to Answers
正解：A、B、C
質問 # 73
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. On the footer of the Lightning Console
- C. On the left sidebar of Salesforce Classic
- D. On the Highlights Panel of a Primary tab
正解：B、C
質問 # 74
Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
- A. Enablement
- B. Test
- C. Design
正解：C
解説：
Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.
質問 # 75
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Multiple Monitors Components
- B. Configure Macros
- C. Collapsible Sidebar Components
- D. Console Keyboard Shortcuts
正解：B
質問 # 76
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Align agent performance goals with KPIs
- B. Reduce the cost per call
- C. Train support agents
- D. Hire additional support agents
正解：A、C
質問 # 77
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?
- A. Plan, Prepare, Test, Execute, Validate
- B. Prepare, Plan, Validate, Execute, Test
- C. Prepare, Plan, Test, Execute, Validate
- D. Plan, Prepare, Validate, Execute, Test
正解：D
質問 # 78
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Email-to-Case with assignment rules
- B. Omni-Channel with prioritized queues
- C. Standard Web-to-Case with assignment rules
- D. Lightning Email with web routing prioritization
正解：C
解説：
Explanation
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5
質問 # 79
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
- A. Ask the customer to send the PDF via email.
- B. Download the PDFs from the chat.
- C. Use File Preview in the chat.
正解：C
解説：
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
質問 # 80
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
- A. Build an adapter using the telephony vendor's toolkit.
- B. Implement an adapter using the Telephony API.
- C. Move to a cloud -based telephony system.
- D. Implement an adapter built on Open CTI.
正解：D
質問 # 81
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Emall-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
正解：B
質問 # 82
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