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Salesforce Service Cloud Consultant V17.35 #21〜30

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Service-Cloud-Consultantとは

Validate that you have the knowledge to design and implement a Service Cloud solution as a consultant.

Service-Cloud-Consultantの過去問の概要

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

21

“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?”

  • Allow Comments on Knowledge articles.
  • Implement Case Assignment Rules.
  • Enable Chat in an Experience Cloud site.
  • Create a self-service Help Center.

    • 答え

    D

    22

    “Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
    A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
    What is the recommended method to consistently capture new caller details? ”

    • Use a global quick action to capture details.
    • Use an auto-launched flow to capture details.
    • Use a new customer Path on Contact to capture details.
    • Use Open CTI with Pop to flow to capture details.

      • 答え

      B

      23

      “Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
      Which solution should a consultant recommend?”

      • Web-to-Case
      • Outlook Integration
      • Email-to-Case
      • On-Demand Email-to-Case

        • 答え

        C

        24

        A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?

        • The Customer is shown the new Rep’s name
        • Both Service Reps can chat with the customer
        • The chat transcripts and case are transferred
        • The Customer doesn’t know they were transferred

          • 答え

          A,C

          25

          “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 consultant recommend to address this problem?”

          • Configure Process Builder
          • Activate a Validation Rule
          • Define Case Escalation Rules
          • Create a Case Macro

            • 答え

            A

            26

            “Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
            Choose 2 answers”

            • Simplify the interactive voice response (IVR) tree.
            • Set up Email-to-Case.
            • Use Assignment rules and case queues.
            • Add additional agents to lower average hold time.

              • 答え

              A,B

              27

              “Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
              What should the consultant recommend to mitigation these concerns?”

              • Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.
              • Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
              • Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
              • Configure the new app in developer org and use an unmanaged package to deploy to production.

                • 答え

                D

                28

                Which three are characteristics of Visual Workflow? Choose 3 answers

                • Apex code must be used to update fields in the database.
                • Elements can be used to pass data to legacy systems.
                • Apex code must be used to pass data to legacy systems.
                • Only one version of a flow can be activated at a time.
                • Elements can be used to update fields in the database.

                  • 答え

                  A,B,D

                  29

                  Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.Which reporting solution should the Consultant recommend?

                  • Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
                  • Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
                  • Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
                  • Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

                    • 答え

                    D

                    30

                    “A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
                    Which three measures satisfy this requirement? Choose 3 answers”

                    • customer satisfaction Survey
                    • Customer Purchase History
                    • Customer Support Requests
                    • Net promoter Score
                    • Service Level Agreement

                      • 答え

                      A,B,D

                      2023 過去問
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