Salesforce Service-Cloud-Consultant 問題集

質問 1：
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
A. Email-to-Case
B. Slack Connect
C. Web-to-Case
正解：C
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 wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge related list to the case page layout.
C. Add the Knowledge component on the case Lightning record page.
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：
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
A. Allow comments on Knowledge articles.
B. Enable Chat in an Experience Cloud site.
C. Create a self-service help Center
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 6：
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review Einstein Conversation Mining for Web-to-Case.
C. Review guidelines and limits for Web-to-Case.
正解：C
解説: (Topexam メンバーにのみ表示されます)