Salesforce Service-Cloud-Consultant 問題集

質問 1：
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
A. Knowledge articles
B. Einstein Chat Bot
C. Web-to-Case
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 2：
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
A. Create reports to analyze data in order to understand peak times and ensure adequate.
B. Set up analytical snapshots to capture key case Information and create historical trending reports.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
A. Detach articles from cases to reset statistics.
B. Use the Search Activity Gaps dashboard component.
C. Allow agents to create and publish articles independently.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 5：
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
A. Einstein Bots 27: B is correct answer
B. Einstein Article Recommendations
C. Einstein Reply Recommendations
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 6：
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
A. Leverage Einstein Case Wrap-Up.
B. Execute a macro
C. Navigate a Screen Flow.
正解：B
解説: (Topexam メンバーにのみ表示されます)