最新的Salesforce Service-Cloud-Consultant免費考試真題

問題1

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?

A. Number of closed cases

B. Deflection rate

C. Agent utilization

正確答案: C

說明：（僅 Fast2test 成員可見）

問題2

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?

A. Re-create them manually.

B. Use Salesforce Workbench.

C. Use a change set.

正確答案: C

說明：（僅 Fast2test 成員可見）

問題3

Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed.
Following best practices, how should the admin configure Service Cloud to meet these requirements?

A. Define page layouts, record types, and support processes.

B. Use the Actions & Recommendations component to launch flows.

C. Create a Lightning record page for each record type.

正確答案: B

說明：（僅 Fast2test 成員可見）

問題4

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement.
What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?

A. Create an embedded service deployment.

B. Create an auto-launched flow.

C. Create a new messaging channel.

正確答案: C

說明：（僅 Fast2test 成員可見）

問題5

Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Service reps need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

A. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications.

B. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.

C. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.

正確答案: C

說明：（僅 Fast2test 成員可見）

問題6

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

A. Use Email-to-Case to send an email to experts so they can use email threads.

B. Implement Skills-Based Routing to assign the case to experts.

C. Add experts to an integrated Slack channel.

正確答案: C

說明：（僅 Fast2test 成員可見）

問題7

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?

A. Configure Lightning Knowledge component to auto attach article PDF.

B. Configure Lightning Knowledge component and related list actions.

C. Set up quick text options in the utility bar to add article links.

正確答案: B

說明：（僅 Fast2test 成員可見）

問題8

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A. Use a trigger to automatically create a new article.

B. Develop a globally-shared macro to create a new article.

C. Create a Quick Action to map case fields to a new article

正確答案: C

說明：（僅 Fast2test 成員可見）

問題9

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

A. Work on integrating with social media platforms.

B. Emphasize continuous monitoring of chat.

C. Focus on scalability for handling high inquiry volume.

正確答案: C

說明：（僅 Fast2test 成員可見）

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