Service-Cloud-Consultant덤프데모문제다운, Service-Cloud-Consultant최고품질예상문제모음

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Objectives
Omni-Channel and Digital Engagement	- Omni-Channel routing configuration - Chat, messaging, and digital support channels
Service Cloud Implementation	- Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts
Knowledge Management	- Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle
Service Cloud Analytics and Reporting	- Key service KPIs and metrics - Reports and dashboards for service performance
Case Management and Service Console	- Service Console configuration and productivity tools - Case lifecycle and routing strategies
Automation and Process	- Entitlements, milestones, and SLAs - Flow and workflow automation for service processes
Service Cloud Solution Design	- Customer service processes and use case design - Service Cloud feature selection and architecture
Integration and Data Management	- Integration with external service systems - Data model considerations for Service Cloud

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최신 Salesforce Service Cloud Consultant Service-Cloud-Consultant 무료샘플문제 (Q106-Q111):

질문 # 106
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
Which approach should the consultant recommend to start AI efforts at CK?

A. Review and address Case data issues and set up Einstein Classification Apps.
B. Review and address Case data issues and set up Einstein Article Recommendations.
C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

정답：A

설명：
For Cloud Kicks (CK) to adopt artificial intelligence (AI) effectively in improving case closure KPIs and product support planning, it's crucial to first review and address any data quality issues in their existing case data. Once the data is clean and reliable, setting up Einstein Classification Apps is a strategic move. Einstein Classification can analyze historical case data to predict values for fields in new cases, helping prioritize and route cases more efficiently. This approach leverages AI to enhance decision-making processes, improve operational efficiency, and provide more targeted support, aligning with CK's goals to improve case management through AI capabilities.

질문 # 107
Which solution can be used to improve call deflection?

A. Web chat
B. Case routing
C. Community forum
D. Knowledge base
E. Assignment rules

정답：A

질문 # 108
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

A. Use Flow Builder to create a flow with a scheduled path.
B. Establish case assignment rules.
C. Define case auto-response rules.
D. Configure case escalation rules.

정답：D

질문 # 109
Which application will allow a client to enable Ideas on a public website?

A. Customer portal
B. Self-service portal
C. Sites
D. Partner portal

정답：C

질문 # 110
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Bulk API to load the product bug data into Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Web Services API to integrate the external database with Salesforce

정답：A,D

질문 # 111
......

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