Service-Cloud-Consultant無料問題集「Salesforce Certified Service cloud consultant」

質問 1

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

（A）Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

（B）Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

（C）Use case auto-response rules to send an email to support managers within 1 hour of case creation.

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

How should a consultant configure a report that shows the average number of days that Cases stay open?

（A）Create a formula field on Case to calculate the average age.

（B）Use the standard Case age field on the resort.

（C）Create a report snapshot of the number of open Cases each day.

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

（A）Milestones & Entitlements processes

（B）Case Assignment rules

（C）Omni-Channel Routing

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

（A）Use Email-to-Case to send an email to experts so they can use email threads.

（B）Add experts to an integrated Slack channel.

（C）Implement Skills-Based Routing to assign the case to experts.

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 5

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

（A）Enable Case Merge.

（B）Create an autolaunched Flow,

（C）Set up duplicate rules on Case.

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

（A）Case History

（B）Cases with Milestones

（C）Case Lifecycle

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 7

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

（A）Upload the files as Documents, then relate them to the migrated articles.

（B）Use the Lightning Knowledge Migration Tool and choose 'include files'.

（C）Use the Files Related List on each article to add files to the articles.

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 8

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?

（A）Milestones

（B）Maintenance Plans

（C）Service Contracts

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 9

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?

（A）All Cases by Customer

（B）Case Resolution Time

（C）All Open Cases by Priority

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 10

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

（A）Entitlements and Milestones

（B）Service Contracts

（C）Reports and Dashboards

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

Service-Cloud-Consultant 無料問題集「Salesforce Certified Service cloud consultant」

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