2021年最新のService-Cloud-Consultant試験問題集で最近更新された361問題
Salesforce Service-Cloud-Consultantリアル2021年最新のブレーン問題集で模擬試験問題集
Salesforce Service-Cloud-Consultant 認定試験の出題範囲：
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質問 20
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use anassignment rule to assign new cases to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use a workflow rule to send an email to the product manager
- D. Use Chatter case feed and case teams to monitor cases
正解: C
質問 21
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. RESTful services with GET, POST, or PUT
- C. Schedule batch Apex processing job
- D. Visualforce page APEX SOAP async callout
正解: A
質問 22
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure workflow rules for each data category
- B. Define approval processes for each product
- C. Define approval processes for each article type
- D. Configure data category values for each product
- E. Configure article types for each kind of content
正解: A,D,E
質問 23
Which case submission process leverages Apex email services?
- A. Email-to-Case
- B. On-demand Email-to-Case
- C. Web-to-Case
- D. Case submitted using chat
正解: B
質問 24
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of closed cases on first call
- B. Average number of days to close cases
- C. Number of cases escalated
- D. Number of open cases per day
- E. Number of new customers added
正解: B,C,D
質問 25
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create an approval process to ensure only the appropriate cases get escalated.
- B. Create a case report to show all cases across tiers filtered by an escalation flag.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create a case report to show the number of cases for each tier and sort them by case owner.
正解: B
質問 26
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Escalation rule to ignore business hours based on case criteria
- C. Workflow rule
正解: B
質問 27
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Provide a timeline that addresses all the requirements.
- B. Prioritize the requirements based on who submitted them.
- C. Organize the requirements from largest to smallest.
- D. Identify the requirements needed for initial GoLive.
正解: D
質問 28
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It is an intermediary between a telephony system and a Salesforce CRM call center user
- B. It utilizes the SoftPhone capability from within the Salesforce application
- C. It allows voicemails to be captured and stored as attachments on cases
- D. It is a server based software program that controls the behavior of a Salesforce SoftPhone
正解: A,B
質問 29
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Deploy Call Center Directory
- B. Assign users to a call center
- C. Install CTI adapter using open CTI
- D. Configure IVR auto response
- E. Configure call center definition
正解: B,C,E
質問 30
Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove dashboards based on long-running reports.
- C. Remove formula fields from filter criteria.
- D. Remove unnecessary columns from the reports.
正解: C
質問 31
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case queue for all created or updated cases.
- B. Create a case report that displays all created or updated cases.
- C. Create a case list view that is filtered by My Case Teams.
- D. Create an email alert notification for Case Teams.
正解: A,D
質問 32
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Configure Lightning Guided Engagement.
- C. Customize the Lightning Console chat page.
- D. Customize the Pre-chat form.
正解: D
質問 33
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
正解: A
質問 34
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
- A. Social Conversation Component
- B. Custom Lightning Component
- C. AppExchange solution
- D. Omni-Channel
正解: A
質問 35
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use entitlements to define a process and milestones
- C. Use escalation rules
正解: B
質問 36
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Identify active Customers and send them registration instructions via email.
- B. Have agents manually create Users when Community access is requested by Customers.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Send email notifications to all Customers to join the Community.
正解: A,C
質問 37
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and
needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Accepts email attachments larger than 10 MB
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts attachments from emails
正解: B
質問 38
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Create a Chatter group and invite the customer to join with an external chatter user.
- D. Set up insert Article into Social post and enable the customer community portal.
正解: D
質問 39
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- B. Use case auto-response rules to send an email to support managers within one hour of case creation.
- C. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
正解: D
質問 40
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. Publisher Actions used in the macros must be on the page layout.
- B. The Run Macros Permission must be granted to users.
- C. The Run Macros Action must be on the page layout.
- D. Users must use Lightning Experience.
- E. The Macros widget or utility must be added to the console.
正解: A,B,D
質問 41
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Publisher Actions
- B. Chatter
- C. Macros
- D. Quick Text
- E. Omni-Channel
正解: A,C,D
質問 42
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Web Services API
- B. Customer portalPartner portal
- C. Partner portal
- D. Self-service portal
- E. Force.com Sites
正解: A,E
質問 43
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