最新的Salesforce Certified Service Cloud Consultant - Service-Con-201免費考試真題
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?
How should a consultant meet this requirement?
正確答案: B
說明：（僅 Fast2test 成員可見）
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
Which feature should a consultant recommend to meet these requirements?
正確答案: A
說明：（僅 Fast2test 成員可見）
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
正確答案: B
說明：（僅 Fast2test 成員可見）
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?
Which question should the consultant ask to determine the preferred solution?
正確答案: B
說明：（僅 Fast2test 成員可見）
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
What is the recommended running user to meet the requirements?
正確答案: B
說明：（僅 Fast2test 成員可見）
Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?
What should the Service Cloud Consultant recommend?
正確答案: A
說明：（僅 Fast2test 成員可見）
The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?
正確答案: A
說明：（僅 Fast2test 成員可見）
A travel agency wants to offer self-service for customers, so that customers can create new travel reservations and modify existing bookings. These tasks often require integration with external booking systems and adherence to unique business logic.
正確答案: B
說明：（僅 Fast2test 成員可見）
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
How should a consultant configure this requirement?
正確答案: B
說明：（僅 Fast2test 成員可見）
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
正確答案: C
說明：（僅 Fast2test 成員可見）