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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Contact Center Analytics 5%
- Case Management 11%
- Industry Knowledge 22%
- Service Cloud Solution Design 19%
- Implementation Strategies 19%
- Integration and Data Management 6%
- Interaction Channels 9%
- Knowledge Channels 9%
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:
Universal Containers は、通話ベースの応答システムを実装しています。電話の待ち時間が長くなりすぎ、顧客サービスに影響が出ています。経営者は、顧客の待ち時間を短縮し、エージェントが一度により多くの問い合わせを処理できるようにする方法を見つけたいと考えています。
コンサルタントはどの機能を推奨する必要がありますか?
- A. Salesforce チャット
- B. オムニスタジオ
- C. ケース自動応答ルール
Correct Answer: A 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
Lightning Knowledge 検索でサービスエージェントの製品専門分野に関する記事のみが表示されるようにするには、コンサルタントはどのアプローチを使用する必要がありますか?
- A. レコード タイプごとに記事アクションを作成します。レコード タイプをサービス エージェントに割り当てます。
- B. 各製品のデータ カテゴリを作成します。データ カテゴリをサービス エージェントに割り当てます。
- C. レコード タイプごとに権限セットを作成します。サービスエージェントに権限を割り当てます。
Correct Answer: B 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
Universal Containers (UC) は Service Cloud を実装しています。UC は、ケースの総量と、エージェントがケースに費やす平均時間を削減する必要があります。
これらの要件を満たすソリューションはどれですか?
- A. ナレッジ記事を Experience Cloud サイトに公開し、ケース終了時の記事の添付を有効にします。
- B. 顧客に対してエージェント チャット機能を有効にします。Experience Cloud サイトからケースを記録する機能を無効にします。
- C. エスカレーション ルールを使用して、ケースを正しいステータスに移行します。レポートを作成して、サービス レベル アグリーメント (SLA) の遵守を監視します。
Correct Answer: A 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
Cloud Kicksは顧客に24時間体制のサポートを提供しています。Cloud Kicksのサービスマネージャーは、ケースがオープン状態にある平均日数を示すレポートを作成したいと考えています。Service Cloudコンサルタントは標準の「経過時間」項目を使用してレポートを作成しましたが、オープンケースの経過時間が正しく表示されていません。
これを解決するためにコンサルタントは何をすべきでしょうか?
- A. セットアップで営業時間の経過時間を有効にし、レポートにフィールドを追加します。
- B. 1 日あたりのオープンケース数のレポート スナップショットを作成します。
- C. ケースの経過時間を計算するカスタム数式フィールドを作成します。
Correct Answer: A 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
Universal Containers は、新しい Lightning Knowledge 実装の一環として、社内データベースから記事を移行したいと考えています。
移行戦略の一環としてコンサルタントが考慮すべき要素は何ですか?
- A. .csv ファイルを使用して、すべての記事タイプを一度に移行します。
- B. 既存の各記事タイプに、一致する記事レコード タイプがあることを確認します。
- C. インポートする前に、HTML を含む記事をプレーン テキストに変換します。
Correct Answer: B 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
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