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

質問 1

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 2

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

（A）Enable lookup filters.

（B）Set OWD sharing to Private.

（C）Configure a Quick Action.

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

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 4

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons 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?

（A）Create an autolaunched Flow.

（B）Update the Approval Process to Auto-launch.

（C）Create a Lightning Web Component action for Approval Process.

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

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

（A）Customize the pre-chat form.

（B）Customize the Lightning Console chat page.

（C）Customize Intents using Einstein Chatbots.

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

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

（A）Create a joined report.

（B）Create a report using Grouping.

（C）Create a reporting snapshot.

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 has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

（A）Create an Experience Cloud site for customers.

（B）Provide a toll-free customer support phone number.

（C）Have customers search the Knowledge base for solutions.

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 8

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

（A）Omni-Channel Utility component

（B）Omni-Channel Supervisor tab

（C）Omni-Channel Analytics

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 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 Salesforce productivity feature should a consultant use to accomplish this requirement?

（A）Quick action

（B）Macros

（C）Flow

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

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?

（A）Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

（B）Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

（C）Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

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)

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

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