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 |
81
“The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?”
A
82
“A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?”
C
83
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
B,C,D
84
“Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?”
B
85
“Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?”
A
86
“Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?”
B
87
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A,D
88
“To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?”
D
89
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
A,B
90
“Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?”
A
