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Salesforce Service-Cloud-Consultant 資格認定は、世界中の雇用主やクライアントから、Service Cloud コンサルティングにおける卓越性の証として認められています。この資格を取得することで、新たなキャリアの機会が広がり、収益性が向上するだけでなく、Salesforce エコシステムにおける専門家としての評判を築くことができます。

Salesforce Service-Cloud-Consultant試験は、Salesforceテクノロジーを使用した顧客サービスおよびサポートの分野でのスキルと知識を認定するために設計されています。この認定は、Salesforce Service Cloudを使用した顧客サービスソリューションの実装および管理において専門知識を示したい人々にとって重要な要件です。試験は、顧客サービスおよびサポートのキャリアを追求したいコンサルタント、管理者、および開発者を対象としています。

>> Service-Cloud-Consultant試験解説問題 <<

Service-Cloud-Consultant過去問題 & Service-Cloud-Consultant試験勉強攻略

Salesforce Service-Cloud-Consultant資格認定はバッジのような存在で、あなたの所有する専業技術と能力を上司に直ちに知られさせます。次のジョブプロモーション、プロジェクタとチャンスを申し込むとき、Salesforce Service-Cloud-Consultant資格認定はライバルに先立つのを助け、あなたの大業を成し遂げられます。

Salesforce Service-Cloud-Consultant試験は、Salesforce Service Cloudで作業する専門家を対象に設計されています。それは、サービスクラウドプラットフォーム、その機能、機能、および能力を含めた候補者の知識をテストする認定試験です。この試験は、サービスクラウドソリューションの構成と実装の専門知識を示したい個人を対象としています。

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

質問 # 278
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
D. Optimize the customer community for mobile devices to have access to the same support as desktops.
E. Create a central "Contact Us" page which provides access to all available channels.

正解：C、D、E

質問 # 279
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

正解：B

質問 # 280
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A. Create the necessary objects in Salesforce.
B. Customize service channel settings to define how the organization receives work from various
C. Create a Salesforce Case to have Omni-Channel enabled.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

正解：B

解説：
Explanation
Service channels are a required step before configuring Omni-Channel routing. Service channels allow you to define how your organization receives work from various sources, such as cases, chats, leads, orders, or custom objects. You can specify the type, priority, and capacity weight of each service channel, which determines how Omni-Channel routes work items to agents. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Service Channels

質問 # 281
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?

A. Service Cloud User feature license
B. Einstein Social Insights add-on
C. Social Service Pro add-on
D. Einstein Reply Recommendations

正解：C

解説：
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram.
Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment. Verified References: : Social Service Pro Overview

質問 # 282
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Prepare, Plan, Validate, Execute, Test
B. Prepare, Plan, Test, Execute, Validate
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Test

正解：B

解説：
Explanation
The steps are as follows:
Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]

質問 # 283
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