Service-Cloud-Consultant考古題介紹 - Service-Cloud-Consultant證照

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最新的 Salesforce Service Cloud Consultant Service-Cloud-Consultant 免費考試真題 (Q166-Q171):

問題 #166
Which three processes are uses case for Visual Workflow? Choose 3 answers

A. Caller verification and creation of a new case
B. Cross-sell promotions for agents
C. Decision-based troubleshooting for agents
D. Field validation during case creation
E. Assignment of email to a case queue based on subject

答案：A,B,C

問題 #167
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

A. Predictive dialer for outbound calls
B. Mobile access to case information
C. Visibility into service entitlements
D. Chatter groups for customer

答案：B,C

問題 #168
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A. Enable service contracts and entitlements
B. Implement Service Cloud console to support agents
C. Leverage Live Agent for web-based chat
D. Implement Salesforce Knowledge on a portal

答案：C,D

問題 #169
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?

A. Experience Cloud sites
B. Einstein Bots
C. Messaging In-app and Web (MIAW)

答案：C

解題說明：
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested.
MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

問題 #170
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Bypass entitlement verification
B. Increase the Call-to-Order ratio
C. Use integrated voice response
D. Use suggested Knowledge articles

答案：C,D

問題 #171
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