Service-Cloud-Consultant考題免費下載|高通過率| 100％通過Salesforce Certified Service cloud consultant考試

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最新的 Salesforce Service Cloud Consultant Service-Cloud-Consultant 免費考試真題 (Q141-Q146):

問題 #141
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

答案：B

解題說明：
Explanation
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports

問題 #142
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?

A. Experience Cloud with payment processing
B. Einstein Bots with check processing
C. Service Cloud Voice with Tele-pay

答案：A

解題說明：
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.

問題 #143
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

A. Chat
B. Service Console
C. Social Customer Service
D. Messaging

答案：B,D

問題 #144
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A. Solution design document
B. Project milestones
C. Requirements traceability matrix
D. Project kickoff presentation

答案：B,D

問題 #145
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case list view filtered by My Case Teams.
B. Configure a Case list view filtered by My Cases.
C. Configure a Case related list on the Product page layout.

答案：A

解題說明：
Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product managers to filter and access relevant cases, improving visibility and involvement in the case management process.

問題 #146
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