Service-Con-201 시험 - Salesforce실제시험문제와 답 - 290문항

Question No : 1

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

A.Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
B.Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
C.Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

정답:
Explanation:
To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance.
When implementing chatbots in healthcare or other regulated industries, compliance with standards like HIPAA is critical. Salesforce Einstein Bots are part of the Salesforce Platform, which supports compliance certifications including HIPAA, SOC 2, ISO 27001, and more.
Salesforce Trust and Compliance documentation offers verified, detailed information on:
Data encryption
Audit trails
Security and confidentiality of interactions
HIPAA alignment for healthcare data
This ensures the stakeholder receives clear, authoritative details that directly address risk.
Option B is the only one that provides formal assurance tied to platform compliance capabilities.
Reference: Salesforce Trust and Compliance Documentation C Einstein Bots Security and HIPAA Alignment

Question No : 2

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

A.Territory Rule
B.Read-Only
C.Private

정답:
Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.

Question No : 3

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

A.Create an auto-response rule that links to Knowledge articles.
B.Create a Macro to send an email with Knowledge articles.
C.Set up the Case Deflection component to share Knowledge articles.

정답:
Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

Question No : 4

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

A.Add "updated" to the name of the new article.
B.Use Smart Link to Article to select the prior version.
C.Select the Flag as new version checkbox when publishing.

정답:
Explanation:
To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.

Question No : 5

Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend?

A.Ask the customer to send the PDF via email.
B.Use File Preview in the chat.
C.Download the PDFs from the chat.

정답:
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.

Question No : 6

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

A.Review and address Case data issues and set up Einstein Classification Apps.
B.Review and address Case data issues and set up Einstein Article Recommendations.
C.Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

정답:
Explanation:
To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization.

Question No : 7

Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

A.Chatter
B.Omni-Channel Supervisor
C.Flow Orchestrator

정답:
Explanation:
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

Question No : 8

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?

A.Use the Case Historical Trending report type.
B.Use the Cases with Milestones report type.
C.Use the Case Lifecycle report type.

정답:
Explanation:
For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction.

Question No : 9

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A.Measure cases with and without articles attached with high CSAT scores.
B.Measure cases with and without articles attached with high net promoter scores (NPS),
C.Measure cases with and without articles attached based on case status.

정답:
Explanation:
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.

Question No : 10

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

A.Create a batch integration process that runs hourly to pull all order updates into Salesforce
B.Create a dynamic action that launches the ERP system with a deep link to the order locator.
C.Use Salesforce Connect and External Objects to represent this information in Salesforce.

정답:
Explanation:
To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.

Question No : 11

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 Einstein Case Classification
C.Web-to-Case with reCAPTCHA enabled

정답:
Explanation:
To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.

Question No : 12

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A.Prepare, Plan, Test, Validate, Execute
B.Plan, Prepare, Execute, Test, Validate
C.Plan, Prepare, Test, Execute, Validate

정답:
Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.

Question No : 13

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

A.Incorporate the additional requirements to the project scope and continue with the original project schedule.
B.Prepare a change order to account for the additional requirements and communicate the new project schedule.
C.Document the gap in requirements and discuss the schedule and budget Impact with the project team.

정답:
Explanation:
When additional requirements are discovered early in a project that has a fixed budget and timeline, the consultant's first step should be to document the gap in requirements and discuss the potential impacts on schedule and budget with the project team. This approach ensures that all stakeholders are aware of the changes and can collaboratively decide on the best course of action.
Key Considerations:
Scope Management: Clearly defining and managing project scope is crucial. Any changes to the scope should be carefully evaluated for their impact on time and cost.
Stakeholder Communication: Engaging with stakeholders to discuss the implications of additional requirements helps in setting realistic expectations and making informed decisions.
Change Control Process: Before implementing any changes, it's essential to follow a formal change control process, which includes documenting the change, assessing its impact, and obtaining necessary approvals.
By taking these steps, the consultant ensures that the project remains aligned with its objectives and constraints, and any deviations are managed in a controlled and transparent manner.
Reference:
https: //trailhead.salesforce.com/content/learn/modules/best-practices-for-project-management/gather-requirements
https: //www.salesforce.com/blog/project-management-guide/

Question No : 14

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?

A.Add the Knowledge object to global search objects.
B.Add the Knowledge component on the case Lightning record page.
C.Add the Knowledge related list to the case page layout.

정답:
Explanation:
To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.

Question No : 15

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

A.Omni Channel with Queue-Based Routing
B.Omni-Channel with Capacity-Based Routing
C.Omni-Channel with Einstein Case Routing

정답:
Explanation:
To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

Salesforce Service-Con-201 시험