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What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
Who should take the Service-Cloud-Consultant exam
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.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:
コンサルタントは、品質と実用的な指標の組み合わせに基づいてサービス担当者の生産性を測定するためのコールセンター指標の開発について Cloud Kicks にアドバイスしています。
通常、高い顧客満足度を示す主要業績評価指標 (KPI) はどれですか?
- A. 初回接触解決
- B. 自助ケースの回避
- C. ナレッジ記事作成率
Correct Answer: A 🗳️
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Universal Containers は、顧客がコンピューターやモバイル デバイスからサポート エージェントとリアルタイムでやり取りできるようにしたいと考えています。
この要件を満たすためにコンサルタントはどの機能を推奨する必要がありますか?
- A. ナレッジ記事
- B. Web-to-ケース
- C. Einstein チャットボット
Correct Answer: C 🗳️
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Cloud Kicksのサポート担当者は、3種類の異なる顧客の問題に対応しています。サポート担当者の離職率が高いため、現場には経験の浅い担当者が多くいます。経営陣は、すべての担当者がユーザーフレンドリーなインターフェースで特定の問題に関連する情報を収集し、Einstein Next Best Actionが表示されるようにしたいと考えています。
ベストプラクティスに従って、管理者はこれらの要件を満たすために Service Cloud をどのように構成する必要がありますか?
- A. レコードタイプごとに Lightning レコード ページを作成します。
- B. アクションと推奨事項コンポーネントを使用してフローを起動します。
- C. ページレイアウト、レコードタイプ、サポートプロセスを定義します。
Correct Answer: B 🗳️
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Cloud Kicksは、レポート構築のためにService Cloudコンサルタントを雇用しました。コンサルタントは、追跡用に項目履歴が設定されているケースとソリューションの標準項目とカスタム項目の履歴を追跡するためのケース履歴レポートを作成しました。
このレポートタイプを扱う際にコンサルタントはどのような点に留意すべきでしょうか?
- A. 古い値と新しい値のフィールドは表示のみ可能です。
- B. データ型と新しい値のフィールドは表示のみ可能です。
- C. ユーザーおよび新しい値フィールドは表示のみ可能です。
Correct Answer: A 🗳️
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Universal Containers は、カスタマー サポート エージェントがケースに対応する際に使用するクリック数を削減したいと考えています。これには、ケースの作成、解決、クローズにかかる時間も含まれます。
この要件を達成するには、コンサルタントはどの Salesforce 生産性機能を使用する必要がありますか?
- A. マクロ
- B. フロー
- C. クイックアクション
Correct Answer: A 🗳️
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