Service Cloud Consultant 시험 - Salesforce실제시험문제와 답 - 359문항

Question No : 1

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers

A.Attachments and .html files in Classic Knowledge are moved to the Files object.
B.Visualforce pages refer to Classic article types.
C.Each article must be associated to a record type.
D.Approval process history migrate to Lightning Knowledge.
E.Article numbers change during migration.

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Question No : 2

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A.Limit Customers to 5 Cases per day.
B.Provide a self-help Customer Community.
C.Add more support phone lines.
D.Ask sales reps to respond to support Cases.

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Question No : 3

Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

A.Entitlements
B.Omni-channel
C.Case milestones
D.Case escalation

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Question No : 4

Which native Service Cloud solution is used for case satisfaction surveys?

A.Create a Web-to-case form with a custom case type of survey
B.Enable the case survey option on the case object
C.Enable the case survey auto-response rule
D.Check the survey option in the case settings

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Question No : 5

Universal Containers wants to implement a new web presence to support its customers.
It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

A.Implement Partner Communities with Knowledge.
B.Implement Customer Communities with Content.
C.Implement Employee Communities with Content.
D.Implement Customer Communities with Knowledge.

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Question No : 6

Customer Community to provide customers with a self-service option for support .
Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A.Allows customers to customize their user interface
B.Allows customers the ability to collaborate
C.Allows customers to customize reports and dashboards
D.Allows customers to search a knowledge base.

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Question No : 7

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent .
Which metric should be recommended? Choose 2 answers

A.Number of cases created sorted by order
B.Number of cases by type by owner
C.Number of cases in each status
D.Number of solutions created per agent

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Question No : 8

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A.Assign a global team of experienced agents and leaders to create a common design template and report structure.
B.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
C.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
D.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

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Question No : 9

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.Users must use Lightning Experience.
B.Publisher Actions used in the macros must be on the page layout.
C.The Macros widget or utility must be added to the console.
D.The Run Macros Permission must be granted to users.
E.The Run Macros Action must be on the page layout.

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Question No : 10

The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric .
What should a consultant recommend to improve this metric?

A.Skills -based routing
B.Private branch exchange
C.Workforce management
D.Interactive voice response

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Question No : 11

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

A.Set up an intuitive Data Category hierarchy
B.Restrict the Manage Articles user permission
C.Enable and configure wildcards for article searches
D.Require that an article be added when closing a case

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Question No : 12

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio .
Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A.Community
B.Web -to -Case
C.Live Agent
D.Chatter Questions

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Question No : 13

Which solution should a consultant recommend?

A.Enable the knowledge sidebar related list on the case page layout.
B.Create a visualforce page called knowledge sidebar on the case page layout.
C.Enable the knowledge sidebar setting in the case support settings.
D.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
E.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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Question No : 14

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

A.Push Notifications
B.Case Feed
C.Omni-channel Supervisor
D.Next Best Actions

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Question No : 15

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones .
Which solution should a consultant recommend?

A.Web-to-Case
B.Email-to-Case
C.Salesforce for Outlook
D.On-Demand Email-to-Case

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Salesforce Service Cloud Consultant 시험