Service-Cloud-Consultant練習試験テスト最新問題2025年04月
Service-Cloud-Consultant試験を一発合格保証問題集！
質問 # 98
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
- A. Actions and Recommendations component
- B. Customized case hovers
- C. Quick Actions added to the case page
- D. Macro to open related cases
正解：B
解説：
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers
質問 # 99
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. Access to Knowledge Articles
- B. Utility Bar
- C. Open multiple case records as tabs and sub tabs
- D. Unique page layouts for each Case Record Type
正解：A、D
質問 # 100
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case record page.
- B. Global Actions need to be on the publisher layout.
- C. Quick Actions must be enabled in the org.
- D. The specific Quick Action must be added to the Case Feed.
正解：A、D
質問 # 101
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
- A. Configure Skills-Based Routing for service channels.
- B. Configure a self-service Knowledge Base.
- C. Create auto-response templates for Case emails.
正解：B
解説：
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
質問 # 102
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Quick Action
- B. Dynamic Form
- C. Apex Trigger
- D. Scheduled flow
正解：A
質問 # 103
A company would like to implement a solution that would hold service reps accountable to customer Service
Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Create an Entitlement Process.
- C. Set up Milestones.
- D. Enable Work Orders.
正解：B、C
質問 # 104
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add multiple ELSE IF blocks after the IF block
- B. Add a formula block to the macro
- C. Add conditional logic to the instructions
- D. Create a formula to build the macro logic around
正解：B、D
質問 # 105
Milestones can be added to which three object types?
Choose 3 Answers
- A. Entitlement
- B. Service
- C. Work order
- D. Case
- E. Account
正解：C、D
質問 # 106
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to search a knowledge base.
- B. Allows customers the ability to collaborate
- C. Allows customers to customize reports and dashboards
- D. Allows customers to customize their user interface
正解：A、B
質問 # 107
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Capacity Model
- B. Secondary Routing Priority
- C. Skills-Based Routing
正解：B
解説：
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
質問 # 108
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Approval Process
- B. Cross-Object Formula
- C. Lookup Filter
- D. Auto-Add Milestones
正解：C
質問 # 109
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All open Cases by Priority
- B. All Cases by Customer
- C. Case resolution time
- D. All open cases by Channel
- E. All Cases closed Month-to-date
正解：A、C、D
質問 # 110
What should a consultant recommend service agents use?
- A. Recommendation Strategy Metrics related list.
- B. Paused now interviews Lightning Component.
- C. Einstein Next Best Action Strategy Guilder.
- D. History tab on the Actions & Recommendations comporent.
正解：C
解説：
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
質問 # 111
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. Einstein Bots
- B. AppExchange package
- C. Messaging for Web
正解：C
解説：
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
質問 # 112
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Path for Cases
- C. Lighining Row Component
- D. Service Console Macros
正解：B
解説：
Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.path_setup_cases.htm&type=5
質問 # 113
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection
within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Customer Community
- B. Service Cloud Console
- C. Automatic Call Distribution
- D. Knowledge Base
正解：A、D
質問 # 114
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Web-to-CaM
- C. Experience Cloud site
- D. Case Assignment Rules
正解：A
解説：
Explanation
Embedded Chat Service is the feature that a consultant should recommend to meet the requirement of letting customers interact real-time with support agents from their computers and mobile devices. Embedded Chat Service is a feature that allows you to add a chat widget to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on the chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: [Service Cloud Consultant Certification Guide & Tips], Embedded Chat Service Overview
質問 # 115
Milestones can be added to which three object types?
Choose 3 Answers
- A. Service
- B. Work order
- C. Case
- D. Entitlement
- E. Account
正解：B、C、D
質問 # 116
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
正解：B
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 # 117
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Update the case assignment rule to add the community member to the predefined case team.
- B. Change the org-wide default for cases and contacts internal access to private.
- C. Set up a sharing set to grant access based on the community member's contact record.
- D. Create a sharing rule to share the contact record with the community member.
正解：C
解説：
Explanation
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
質問 # 118
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Self-service deflects easy cases, leaving more complex cases for agents.
- B. Customers are spending additional time searching for answers.
- C. Customers must spend additional time registering for the portal.
- D. Agents do not have access to the same Knowledge articles as customers.
正解：A
解説：
Explanation
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
質問 # 119
A customer is planning a Service Cloud implementation. The customer's current database has the following
number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. The Salesforce org may be slow during the data import
- B. Related lists on the case object may be slow to populate
- C. Result may be slow when searching for records
- D. Salesforce reporting speed may be affected
正解：C、D
質問 # 120
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Create an Entitlement Process.
- C. Set up Milestones.
- D. Enable Work Orders.
正解：B、C
質問 # 121
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
正解：A
質問 # 122
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Auto-Add
- B. No Resource
- C. Independent
- D. Sequential
正解：D
質問 # 123
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Salesforceのサービスクラウドコンサルタントとして認定されることは、プロフェッショナルが就職市場で差別化し、キャリアの機会を増やすのに役立ちます。この認定は個人がSalesforceサービスクラウドソリューションを実装および構成するために必要な知識とスキルを持っていることを示し、プロフェッショナルがより高い給与を要求し、組織により多くの価値を提供できるようになることができます。全体的に、Salesforce Service-Cloud-Consultantの認定は、Salesforce Service Cloudの分野でキャリアを進めたい個人には素晴らしい投資機会となります。
Salesforce Service-Cloud-Consultant Examは、Salesforce Service Cloudの分野で知識と専門知識をテストするために設計された認定プログラムです。これは、Salesforce Service Cloudとそのさまざまなコンポーネントを完全に理解する必要がある挑戦的な試験です。 Salesforce Certified Service Cloud Consultantとして、Salesforceプラットフォームを使用して、企業がカスタマーサービスプロセスを実装および最適化できるようにすることができます。
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