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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.

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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:

SectionObjectives
Integration and Data Management- Data model considerations for Service Cloud
- Integration with external service systems
Service Cloud Implementation- CTI (Computer Telephony Integration) concepts
- Email-to-Case and Web-to-Case setup
Knowledge Management- Salesforce Knowledge setup and article lifecycle
- Knowledge search and content delivery
Omni-Channel and Digital Engagement- Omni-Channel routing configuration
- Chat, messaging, and digital support channels
Case Management and Service Console- Case lifecycle and routing strategies
- Service Console configuration and productivity tools
Service Cloud Analytics and Reporting- Reports and dashboards for service performance
- Key service KPIs and metrics
Automation and Process- Entitlements, milestones, and SLAs
- Flow and workflow automation for service processes
Service Cloud Solution Design- Service Cloud feature selection and architecture
- Customer service processes and use case design

Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:

Cloud Kicks (CK) ではすでにナレッジ マネジメントが有効になっているにもかかわらず、ケースのクローズ時間が長すぎます。
コンサルタントはケースの終了時間を短縮するために何を推奨すべきですか?

  • A. データ カテゴリ グループを追加します。
  • B. おすすめの記事を有効にします。
  • C. 同義語グループを作成します。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).

Universal Containers (UC) は、ナレッジ プログラムを強化しています。UC には、ナレッジ検索、ユーザー アクティビティ、データ カテゴリの使用状況の傾向をレポートする強力な分析チームがあります。
コンサルタントはどのレポート ソリューションを推奨すべきですか?

  • A. ナレッジベースレポートとダッシュボードパッケージのインストール
  • B. CRM Analytics インストール用のナレッジ ダッシュボード パック
  • C. レポートとダッシュボードを含むカスタム レポート タイプ
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).

Cloud Kicks は、顧客維持率の判定を支援するために Service Cloud コンサルタントに依頼しました。
コンサルタントが正確な料金を計算するには、どの数値が必要ですか?

  • A. 特定の期間の開始時の顧客、その期間の終了時の顧客、およびその期間中に獲得した新規顧客
  • B. 特定の期間の開始時の顧客、その期間の終了時の顧客、およびその期間中に失った顧客
  • C. 特定の期間の開始時の顧客、その期間の終了時の顧客、およびその期間中に戻ってきた既存の顧客
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).

Lightning Experience に移行した後、ユーザから、ケースをクローズするときにナレッジ記事を作成できないという苦情が寄せられています。
コンサルタントはこの問題をどのように解決すべきでしょうか?

  • A. 記事を作成する唯一の方法はナレッジ コンポーネントからであることをユーザーに通知します。
  • B. Salesforce ナレッジの管理権限をユーザのプロファイルに追加します。
  • C. ナレッジ記事の読み取り/書き込み/作成権限を有効にします。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).

ユニバーサルコンテナーズ(UC)はナレッジセンターサポート(KCS)を導入しました。特定の記事タイプとカテゴリには承認が必要です。ページレイアウトには「記事を公開」ボタンと「承認申請」ボタンの両方が用意されています。しかし、エージェントが特定の記事タイプの承認申請を忘れてしまうケースがあります。UCは承認プロセスの自動化を考えています。
要件を満たすためにコンサルタントは何を推奨すべきでしょうか?

  • A. スケジュールされたアクションを使用して、記事の承認がいつ必要かを決定します。
  • B. レコードトリガーフローを使用して、すべての記事を承認のために送信します。
  • C. レコードトリガーフローを使用して、記事の承認がいつ必要になるかを決定します。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).

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