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Salesforce Service Cloud Consultant 問題練習

Salesforce Certified Service cloud consultant 試験

最新更新時間: 2024/03/19,合計359問。

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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

正解:

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?

正解:

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?

正解:

Question No : 4
Which native Service Cloud solution is used for case satisfaction surveys?

正解:

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?

正解:

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

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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

正解:

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?

正解:

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

正解:

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?

正解:

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

正解:

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

正解:

Question No : 13
Which solution should a consultant recommend?

正解:

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?

正解:

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?

正解:

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