最新的Salesforce Certified Service cloud consultant - Service-Cloud-Consultant免費考試真題
問題1
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題2
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Which feature will help CK users archive and access the case information from an External Object?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題3
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
Which feature should a consultant integrate into the Service Console?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題4
Cloud Kicks provides telephone support to customers. When creating a case, service agents frequently enter shipping postal codes from various countries around the world.
What is the recommended method to ensure accurate data is entered?
What is the recommended method to ensure accurate data is entered?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題5
Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Which feature should a consultant recommend?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題6
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often.
What should UC do to address this situation?
What should UC do to address this situation?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題7
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
In which order would a consultant work through a high-level discussion and planning session with CK?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題8
Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's brand voice and preferred communication style, while also being explicitly instructed on what types of responses to avoid. This level of control is crucial for maintaining brand consistency in customer interactions.
What would be the most appropriate use of AI agents to address this requirement?
What would be the most appropriate use of AI agents to address this requirement?
正確答案: C
說明：（僅 VCESoft 成員可見）
