Salesforce Service-Cloud-Consultant日本語

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

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

Question #1
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. Web-to-ケース
B. Einstein チャットボット
C. ナレッジ記事

Question #2
サービス エージェントは顧客とメッセージング セッションを行っています。顧客は 30 分後に突然応答を停止します。
エージェントは次に何をすべきでしょうか?

A. 顧客とのメッセージング セッションを開いたままにします。
B. 顧客とのメッセージング セッションを終了します。
C. メッセージング セッションを顧客として非アクティブとしてマークします。

Question #3
Cloud Kicks は、Einstein Next Best Action を使用して、顧客ケースに取り組む際のサービスエージェントを支援します。複数のサービスエージェントが同じケースに対応します。
コンサルタントは、項目の開始、一時停止、再開、完了をサービス エージェントに表示するには何を設定する必要がありますか?

A. アクションと推奨事項コンポーネント
B. アクティビティ分析タブ
C. 症例履歴関連リスト

Question #4
Universal Containers (UC) は、世界中に地域コンタクト センターを持っています。UC は、ケースの組織全体のデフォルトを非公開に設定して Service Cloud を実装しました。UC の役割階層は地域ごとに設定されます。サポート マネージャーは、デフォルトで自分の地域のサポート メトリックを確認したいと考えています。UC にはスケーラブルなソリューションが必要です。
コンサルタントはどの戦略を推奨すべきでしょうか?

A. 動的ダッシュボードを作成します。
B. レポート スナップショットを使用してダッシュボードを作成します。
C. 各サポート マネージャー用のダッシュボードを作成します。

Question #5
Service Cloud コンサルタントは、Cloud Kicks (CK) の顧客サービス業務の効率化を支援するために雇用されています。
CKには複数の部門があり、プロセスは分断され、ドキュメントも限られています。コンサルタントはプロジェクトのキックオフに向けて準備を進めており、プロジェクトの成功を確実にしたいと考えています。
契約の成功を確実にするために、コンサルタントはまず何をすべきでしょうか?

A. ソリューション設計が完了したら、ドキュメントを確認します。
B. 想定されるベストプラクティスに基づいてプロトタイプの構築を開始します。
C. 現在のプロセスの詳細と問題点を収集するために、部門リーダーとの面談をスケジュールします。

Solutions: