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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | Maintenance required with each release cycle |
| Exam Duration: | 105 minutes |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Price: | USD 200 |
| Passing Score: | 68% |
| Related Certifications: | Salesforce Certified Administrator |
| Available Languages: | Japanese, English |
| 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 |
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質問 # 29
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
正解：B
解説：
To ensure that contracted service level requirements are met, Salesforce provides a structured approach through Entitlement Management. This framework allows organizations to define, enforce, and monitor service levels for customer support.
Key Components:
Entitlements:These represent the specific support terms agreed upon with customers, such as response times or support availability.
Entitlement Processes:These are timelines that outline the steps (milestones) your support team must complete to resolve cases or work orders.
Milestones:These are time-dependent steps within an entitlement process that represent service levels to be provided. Examples include First Response Time and Resolution Time.
Milestone Actions:These are automated actions triggered at specific points in a milestone, such as sending email alerts when a milestone is approaching violation or has been violated.
By configuring these components, Universal Containers can effectively monitor and ensure compliance with their service level agreements, providing timely and efficient support to their customers.
質問 # 30
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
正解：A
解説：
When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction.
質問 # 31
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
正解：B
解説：
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
質問 # 32
Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs).
To which object should the consultant add Milestones?
正解：A
解説：
In Salesforce Entitlement Management, Milestones represent specific time-based targets (for example, First Response or Resolution Time) that help support teams meet SLAs. Milestones are directly tied to Cases, as cases represent the individual service requests against which SLAs are tracked.
The Service Cloud Consultant Study Guide - Case Management Domain and Salesforce documentation specify that Milestones must be added to the Case object through an entitlement process. This process evaluates entitlement criteria and automatically monitors milestone actions and timers as cases progress.
Asset and Account objects may be related through Entitlement records (for tracking warranty or contract coverage), but milestones are executed and tracked on Cases only.
The Entitlement Process defines the sequence and timing of milestones that apply to cases under a specific entitlement.
Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide - Case Management Domain (Milestones and entitlements are configured on the Case object).
Salesforce Help: "Set Up Entitlement Management" (Milestones are added to cases through an entitlement process).
Salesforce Winter '23 Release Notes - Service Cloud: Entitlement Management Enhancements (Describes improvements to milestone tracking and entitlement automation on Cases).
質問 # 33
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?
正解：A
解説：
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.
質問 # 34
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