최신Salesforce Certified Service cloud consultant - Service-Cloud-Consultant무료샘플문제
문제1
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
정답: B
설명: (ITDumpsKR 회원만 볼 수 있음)
문제2
Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?
Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제3
Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.
Leadership would like to see the impact of surges on internal metrics.
Which key performance indicator (KPI) should the consultant report on to meet the requirement?
Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.
Leadership would like to see the impact of surges on internal metrics.
Which key performance indicator (KPI) should the consultant report on to meet the requirement?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제4
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제5
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
정답: B
설명: (ITDumpsKR 회원만 볼 수 있음)
문제6
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
정답: B
설명: (ITDumpsKR 회원만 볼 수 있음)
문제7
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.
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.
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제8
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제9
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제10
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제11
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)
문제12
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
정답: A
설명: (ITDumpsKR 회원만 볼 수 있음)