Salesforce Salesforce Service Cloud Consultant Service-Cloud-Consultant-JPN

Service-Cloud-Consultant Exam topics

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• Knowledge Channels 9%
• Industry Knowledge 22%
• Service Cloud Solution Design 19%
• Integration and Data Management 6%
• Implementation Strategies 19%
• Contact Center Analytics 5%
• Case Management 11%
• Interaction Channels 9%

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

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

Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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

Question #1
Universal Containers はサンドボックスでスキルベースのルーティングをテストしており、本番環境にデプロイする準備ができています。
コンサルタントは、サービス リソース、スキル、ルーティングを導入するためにどのソリューションを使用する必要がありますか?

A. データローダー
B. 一括転送レコード
C. データ インポート ウィザード

Question #2
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. 同義語グループを作成します。
B. データ カテゴリ グループを追加します。
C. おすすめの記事を有効にします。

Question #3
Cloud Kicks は、カスタマー サービス チーム向けに堅牢な Service Cloud を実装しています。ソフトウェア エンジニアリング チームは、Salesforce 内でプロジェクトを追跡したいと考えています。
コンサルタントはどのソリューションを推奨すべきですか?

A. 新しいケース レコード タイプを作成します。
B. AppExchange アプリをインストールします。
C. フィード追跡を有効にします。

Question #4
Cloud Kicksは顧客に24時間体制のサポートを提供しています。Cloud Kicksのサービスマネージャーは、ケースがオープン状態にある平均日数を示すレポートを作成したいと考えています。Service Cloudコンサルタントは標準の「経過時間」項目を使用してレポートを作成しましたが、オープンケースの経過時間が正しく表示されていません。
これを解決するためにコンサルタントは何をすべきでしょうか?

A. 1 日あたりのオープンケース数のレポート スナップショットを作成します。
B. ケースの経過時間を計算するカスタム数式フィールドを作成します。
C. セットアップで営業時間の経過時間を有効にし、レポートにフィールドを追加します。

Question #5
コンサルタントは、固定の予算とスケジュールで Service Cloud の実装に取り​​組んでいます。プロジェクトのスケジュールと予算の制約を超過する可能性がある追加の要件が早い段階で発見されました。
問題に対処するためにコンサルタントが取るべき最初のステップは何ですか?

A. 要件のギャップを文書化し、スケジュールと予算の影響についてプロジェクト チームと話し合います。
B. 追加の要件を考慮して変更要求を準備し、新しいプロジェクトのスケジュールを伝えます。
C. 追加の要件をプロジェクトの範囲に組み込み、元のプロジェクト スケジュールを続行します。

Solutions: