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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Related Certifications: | Salesforce Certified Administrator |
| Exam Price: | USD 200 |
| Certificate Validity Period: | Maintenance required with each release cycle |
| Real Exam Qty: | 60 |
| Exam Duration: | 105 minutes |
| Exam Format: | Multiple Select, Multiple Choice |
| Available Languages: | Japanese, English |
| Passing Score: | 68% |
| Sample Questions: | Salesforce Service-Con-201 Sample Questions |
| Exam Way: | Online (Proctored) or Onsite (Proctored) |
| Pre Condition: | Recommended 2-5 years of experience designing and implementing service solutions. Salesforce Certified Administrator credential is a prerequisite. |
| Official Syllabus URL: | https://trailhead.salesforce.com/en/credentials/servicecloudconsultant |
>> Service-Con-201시험대비 덤프샘플 다운 <<
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질문 # 257
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?
정답：B
설명：
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.
질문 # 258
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
정답：C
설명：
To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.
질문 # 259
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
정답：A
설명：
To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.
질문 # 260
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
정답：A
설명：
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.
질문 # 261
Universal Containers is implementing Service Cloud Voice with Amazon Connect. The administrator created a new sandbox for testing.
What should the administrator expect with regard to the new sandbox configurations?
정답：A
설명：
When a new sandbox is created in an org that uses Service Cloud Voice with Amazon Connect, the AWS account and contact center configuration are not copied from production to the sandbox. Each sandbox environment requires its own AWS account and separate Amazon Connect contact center setup.
This ensures data segregation and security between production and test environments. Voice call data, transcripts, and recordings also do not transfer automatically.
Option A is incorrect because Salesforce does not replicate AWS configurations when sandboxes are created.
Option C is incorrect because neither AWS configurations nor data are copied between environments.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Service Cloud Voice with Amazon Connect Sandbox Configuration." Salesforce Spring '24 Release Notes - Service Cloud Voice and Amazon Connect Integration Considerations.
질문 # 262
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