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

質問 1

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

（A）Create a sharing rule for each division to provide access based on the article category.

（B）Create a single data category group for each division and provide access using the role hierarchy.

（C）Create a sharing rule for each division to provide access using the role hierarchy.

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 2

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

（A）Apex trigger

（B）Escalation rules

（C）Quick Action

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 3

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

（A）Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

（B）Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

（C）Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

（A）Use a mass Quick Action.

（B）Use a keyboard shortcut.

（C）Run a macro on each 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 5

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 6

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?

（A）Configure Lightning Knowledge component and related list actions.

（B）Set up quick text options in the utility bar to add article links.

（C）Configure Lightning Knowledge component to auto attach article PDF.

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

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

（A）Set up escalation rules.

（B）Set up self-service Knowledge.

（C）Set up assignment rules and case queues.

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 8

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

（A）On-Demand Email-to-Case Threading

（B）Web-to-Case with reCAPTCHA enabled

（C）Web-to-Case with Einstein Case Classification

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 9

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

（A）Agile

（B）Hybrid

（C）Waterfall

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 10

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

（A）Incident Management

（B）Field Service Management

（C）Workforce Engagement

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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