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?”
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? ”
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?”
C
24
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?
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?”
A
26
“Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers”
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?”
D
28
Which three are characteristics of Visual Workflow? Choose 3 answers
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?
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”
A,B,D