Salesforce 認定 Service Cloud コンサルタント PR

Salesforce Service Cloud Consultant V17.35 #91〜100

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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.

Overview of Past Salesforce Service Cloud Consultant Exam Questions.

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

91

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

  • Import the records and create a workflow rule to change the data type.
  • Standardize all rows to match Salesforce data types.
  • Import the records and use Duplicate Management.
  • Deduplicate the data before importing into Salesforce,
  • Install the Data Quality Analysis Dashboards from the AppExchange.
  • 答え

    B,C,D

    92

    Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
    What should a consultant recommend to automate the approval process?

    • Workflow
    • Assignment rule
    • A Process Builder
    • Validation rule
    • 答え

      C

      93

      Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
      How should this be implemented?
      Choose 2 answers

      • Article Record Types must be created before the import.
      • Each Article Record Type must be in a separate CSV.
      • Article Record Types will be created as part of the import.
      • Multiple Article Record Types can be imported in the same CSV.
      • 答え

        A,D

        94

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

          D

          95

          A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
          A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
          Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers.

          • Number of calls offered
          • Agent utilization
          • Quality monitoring score Schedule adherence
          • Schedule adherence
          • 答え

            B,D

            96

            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?

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

              A

              97

              A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?

              • Prepare, Plan, Test, Execute, Validate
              • Plan, Prepare, Test, Execute, Validate
              • Prepare, Plan, Validate, Execute, Test
              • Plan, Prepare, Validate, Execute, Test
              • 答え

                D

                98

                The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
                What should a consultant configure to satisfy this request?

                • Create a macro to send an email with the article to the customer.
                • Create a workflow email alert to send the article to the customer.
                • Create an auto-response rule to send the article to the customer.
                • Create a Lightning email template to send the article to the customer.
                • 答え

                  D

                  99

                  Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
                  Which three features could be implemented to support this? Choose 3 answers.

                  • Omni-Channel
                  • Page Layouts
                  • Record Types
                  • Support Processes
                  • Article Types
                  • 答え

                    A,C,D

                    100

                    As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
                    Which factor should a Consultant consider as part of the migration strategy?

                    • Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
                    • Verify that each article type has field level security on all fields ead-only prior to import, in order to prevent any loss of data. PNTEST COM
                    • Ensure that each existing article type a corresponding Salesforce Knowledge article type that matches its structure and content.
                    • Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
                    • 答え

                      C