大人気Service-Cloud-Consultant関連資格試験対応: Salesforce Certified Service cloud consultant無料アップデートService-Cloud-Consultant資格専門知識

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Service-Cloud-Consultant認定試験では、ケース管理、ナレッジマネジメント、サービスレベル契約、コンタクトセンターオートメーション、オムニチャネルルーティングなど、Salesforce Service Cloudに関連する幅広いトピックをカバーしています。また、サービスクラウドの実装、データモデリング、および他のSalesforce製品との統合に関するSalesforceのベストプラクティスに関する候補者の知識をテストします。

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Salesforce Certified Service cloud consultant 認定 Service-Cloud-Consultant 試験問題 (Q278-Q283):

質問 # 278
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A. Import records and cretae a a worflow rule to change the data type
B. Install data quality analysis dashboards from the appexchange
C. Deduplicate the data before importing into SF
D. Import the records and use duplicate management
E. Standardize all rows to match salesforce data types

正解：B、C、E

解説：
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5

質問 # 279
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Create an IP blocking rule.
B. Create sensitive data rules.
C. Enable Assistance Flag Configuration setting.

正解：A

解説：
To prevent customers who use abusive language from starting future chat sessions, creating an IP blocking rule is the recommended feature. This allows administrators to block specific IP addresses from accessing the chat service, effectively preventing abusive customers from initiating new sessions and maintaining a positive and safe environment for both customers and service agents.

質問 # 280
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Lightning Flow for Service
B. Queue-Based Routing
C. Skills-Based Routing
D. Lead Assignment Rules

正解：C

解説：
Explanation
Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5

質問 # 281
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers

A. On the Highlights Panel of a Primary tab
B. On the footer of the Lightning Console
C. On a new tab in the agent's browser
D. On the left sidebar of Salesforce Classic

正解：B、D

質問 # 282
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A. Modify the user interface settings for the case survey sidebar
B. Enable the case survey object for the customer portal
C. Utilize an AppExchange package to handle customer surveys
D. Create a validation rule for case survey email templates

正解：C

質問 # 283
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