[2024年10月09日] 無料ダウンロードSalesforce Service-Cloud-Consultantリアル試験問題
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Salesforce Service-Cloud-Consultant 認定試験の出題範囲：
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Salesforce Service-Cloud-Consultantの試験は、105分以内に完了する必要がある60の複数選択質問で構成されています。この試験では、サービスクラウドの実装、サービスクラウドデータモデル、ケース管理、ナレッジマネジメント、サービスコンソール、サービス分析など、幅広いトピックをカバーしています。また、この試験では、顧客の要件を理解および解釈し、顧客ソリューションを設計および実装し、顧客との関係を管理する能力をテストします。
質問 # 59
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Messaging
- B. Social Customer Service
- C. Service Console
- D. Chat
正解：A、C
質問 # 60
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Omni channel
- C. Custom lightning component
- D. Appexchange solution
正解：A
解説：
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
質問 # 61
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Configure flow Builder /Process Builder
- B. Define case escalation rules
- C. Activate a validation rule
- D. Create a Case Macro
正解：D
解説：
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
質問 # 62
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Unique page layouts for each Case Record Type
- B. Access to Knowledge Articles
- C. Open multiple case records as tabs and sub tabs
- D. Utility Bar
正解：A、B
質問 # 63
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
- A. Quick Action
- B. Escalation rules
- C. Apex trigger
正解：A
解説：
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.
質問 # 64
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. Reduced issue resolution time
- B. Reduced first contact resolution
- C. A knowledge article life cycle that evolves based on usage and demand
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
正解：A、B
質問 # 65
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. Agent utilization
- B. Schedule adherence
- C. Quality monitoring score
- D. Number of calls offered
正解：A、B
質問 # 66
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article customization for open cases.
- B. Create an email template to send articles as PDF attachments.
- C. Enable article submission during case close.
- D. Enable suggested articles on new cases.
- E. Enable agents to create their own personal articles.
正解：B、C、D
解説：
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates
質問 # 67
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 age report type.
- C. Create a report using the case historical trending report type.
- D. Create a report using the case snapshot report type.
正解：A
質問 # 68
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Enable Chat in an Experience Cloud site.
- B. Allow Comments on Knowledge articles.
- C. Create a self-service Help Center.
- D. Implement Case Assignment Rules.
正解：C
解説：
Explanation
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center
質問 # 69
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?
- A. Use the Salesforce import wizard to load and cleanse the data.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Upload the data into Salesforce and then run data cleansing tools.
- D. Cleanse the data outside of Salesforce and then migrate the data.
正解：D
質問 # 70
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
- A. Experience Cloud Create Case Form
- B. Web-to-Case
- C. Contact Request Flow
- D. On-Demand Email-to-Case
正解：A
解説：
Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified References: : Create Case Form Component
質問 # 71
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Field Service Lightning
- B. SOS Video Chat
- C. Customer Community
- D. Salesforce Knowledge
正解：B
質問 # 72
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Average Call Handle Time
- B. Escalated Calls
- C. Cases by Support Channels
- D. Number of Portal Logins per Day
- E. Knowledge Article Usage
正解：C、D、E
質問 # 73
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Use a second Console session.
- C. Define a custom List View.
- D. Keep all open in tabs.
正解：A
質問 # 74
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