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Salesforce Service Cloud Consultant V17.35 #1〜10

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What is a Salesforce Certified Service Cloud Consultant?

A Certified Service Cloud Consultant is an expert who designs and implements sustainable and scalable Service Cloud solutions that meet customer business requirements and contribute to the customer’s long-term success.
Exam questions are provided in Japanese.

Overview of Past Salesforce Service Cloud Consultant Exam Questions.

試験概要
試験種別 Service-Cloud-Consultant
Ver 17.35

1

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

  • Add multiple ELSE IF blocks after the IF block
  • Add conditional logic to the instructions
  • Create a formula to build the macro logic around
  • Add a formula block to the macro

    • 答え

    C,D

    2

    Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

    • Omni-Channel
    • Entitlements
    • Case Escalation
    • Case Milestones

      • 答え

      B

      3

      Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
      What should the consultant recommend to address this problem.

      • Configure Case Assignment Rules to use Queues.
      • Configure Omni-Channel Routing Model as Most Available.
      • Configure Case Assignment Rules to use Users.
      • Configure Omni-Channel Routing Model as Least Active.

        • 答え

        B

        4

        Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents” daily call volume, including related case and contact information. How should the consultant recommend the report be created?

        • Build a Summary report on Products and Activities.
        • Set up a reporting snapshot of the case, contact and activity objects.
        • Create a Custom Report type with activities as the primary object.
        • Customize the My Teams Calls this week standard report.

          • 答え

          D

          5

          What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

          • Configure Lightning Guided Engagement.
          • Configure a Live Chat Validation Rule.
          • Customize the Pre-chat form.
          • Customize the Lightning Console chat page.

            • 答え

            C

            6

            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

            • Enable article customization for open cases.
            • Enable agents to create their own personal articles.
            • Enable suggested articles on new cases.
            • Enable article submission during case close.
            • Create an email template to send articles as PDF attachments.

              • 答え

              C,D,E

              7

              Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
              * Agents need to collaborate with other teams.
              * The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?

              • Use Process Builder for notifications and case teams to monitor cases.
              • Use Process Builder for notifications and account teams to monitor cases.
              • Use escalation rules for notifications and account teams to monitor cases.
              • Use escalation rules for notifications and case teams to monitor cases.

                • 答え

                A

                8

                Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
                Which three statements should be considered?
                Choose 3 answers

                • Attachments and .html files in Classic Knowledge are moved to the Files object.
                • Visualforce pages refer to Classic article types.
                • Each article must be associated to a record type.
                • Approval process history migrate to Lightning Knowledge.
                • Article numbers change during migration.

                  • 答え

                  A,C,D

                  9

                  Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
                  Which deployment solution should a consultant use?

                  • Manual configuration
                  • Data Loader
                  • Mass Transfer Records
                  • Change Sets

                    • 答え

                    D

                    10

                    A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
                    Which configuration option should be verified?

                    • Verify that users have access to the Chat buttons.
                    • Verify that users have access to the Chat public group.
                    • Verify that users are assigned the Chat user profile the Chat user proffe
                    • Verify that users are assigned the Chat feature license.

                      • 答え

                      D

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