最新的Certified Service Cloud Consultant認證 ADX261考試題庫

問題1

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Click Publish after the Approval Process.

B. Set the final approval action to 'Lock the record for editing'.

C. Set the status to Published fram the Knowledge approval page.

正確答案: A

問題2

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

A. Use Email-to-Case to send an email to experts so they can use email threads.

B. Implement Skills-Based Routing to assign the case to experts.

C. Add experts to an integrated Slack channel.

正確答案: C

問題3

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Enable Assistance Flag Configuration setting.

B. Create sensitive data rules.

C. Create an IP blocking rule.

正確答案: C

問題4

Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems.
Which project management methodology should the consultant recommend?

A. Agile

B. Six Sigma

C. Waterfall

正確答案: B

問題5

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Create an Experience Cloud site for customers.

B. Have customers search the Knowledge base for solutions.

C. Provide a toll-free customer support phone number.

正確答案: A

問題6

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Create a Validation Rule.

B. Create a Case Macro.

C. Create an action on Case,

正確答案: B

問題7

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asi a. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

A. Request that the VP of worldwide support design a standard report template to provide a clear vision,

B. Ask leadership, management, and agents in all regions to vote on the standard report template.

C. Assign a global team of experienced analysts to create a standard report template.

正確答案: C

問題8

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

A. Train on keyboard shortcuts.

B. Create multiple console layouts.

C. Prepare macros.

正確答案: B

問題9

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?

A. Use a formula to pull fields from a contact record to the case.

B. Expose cross object fields on the case record Lightning page.

C. Use a flow to copy a value from a contact record to the case.

正確答案: B

問題10

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

A. Create an HTML file for each rich text area field.

B. Change the HTML format first to support subfields.

C. Modify the import parameters to specify HTML encoding.

正確答案: A

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