最新的Salesforce Certified Service Cloud Consultant - Service-Con-201免費考試真題
問題1
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Which best practice will help UC meet its SLA?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題2
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題3
Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone.
Which milestone recurrence type should the consultant recommend?
Which milestone recurrence type should the consultant recommend?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題4
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
How should the consultant display the data quickly?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題5
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題6
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
What is the recommended level of case access for the Case Team role?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題7
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8
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
What is the recommended option to prevent the creation of spam cases?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題9
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題10
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題11
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題12
The contact center at Universal Containers wants to reduce case volume and resolution time within Service Cloud.
Which solution should a Service Cloud Consultant recommend?
Which solution should a Service Cloud Consultant recommend?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題13
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題14
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
What should a consultant recommend to meet the requirements and help service agents?
正確答案: C
說明：（僅 VCESoft 成員可見）
