세일즈포스 서비스 클라우드 컨설턴트 자격증 - 1

세일즈포스 서비스 클라우드 컨설턴트 자격증 공부하기

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A Service Manager has just configured Live Agent at a company site. Now, the Agets cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

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A. Verify that users have access to the Live Agent chat buttons.

B. Verify that users have access to the Live Agents public group.

C. Verify that users are assigned the Live Agent feature license.

D. Verify that users are assigned the Live Agent user profile.

사용자에게 Live Agent 사용자 프로필이 할당되었는지 확인합니다.

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Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

 

 

A. Publish ongoing updates to the community k–nowledge base with details about the upgrade.

B. Communicate information about the upgrade to customers in advance.

C. Send routine status updates to customers via Chatter during the upgrade.

D. Replace the default outage page with a custom page containing upgrade information.

E. Notify customers once the upgrade is completed and full services are restored.

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B. 업그레이드에 대한 정보를 고객에게 미리 전달합니다.

D. 기본 중단 페이지를 업그레이드 정보가 포함된 사용자 지정 페이지로 바꿉니다.

E. 업그레이드가 완료되고 전체 서비스가 복원되면 고객에게 알립니다.

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Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

 

A. Omni-Channel

B. Page Layouts

C. Record Types

D. Support Processes

E. Article Types

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Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

 

A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C. Set up IVR with an automated response for customers affected by the recall to defect calls.

D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

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C. 결함 전화 리콜의 영향을 받는 고객을 위해 자동응답으로 IVR을 설정합니다.

*IVR : Interactive Voice Response

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Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

 

 

A. Configure Assignment Rules based on Case Priority.

B. Add the Entitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

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A. 사례 우선 순위에 따라 할당 규칙을 구성합니다.

B. 계정 페이지 레이아웃에 권한 관련 목록을 추가합니다.

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Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this?

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A. Partial Copy Sandbox

B. Administrator Sandbox

C. Developer Pro Sandbox

D. Full Sandbox

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The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

 

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates

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Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

 

 

A. Grant managers the Manage Salesforce Knowledge permission.

B. Create at least two different data categories.

C. Create at least two different article types.

D. Create at least two different approval processes.

E. Grant managers the Manage Data Categories permission.

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Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze? Choose 2 answers

 

A. High priority cases opened by account month-to-date

B. Time spent by account year-to-date

C. Escalated cases by account month-to-date

D. New cases opened by account channel

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What statement is true about the Salesforce Knowledge article lifecycle?

 

A. Approval process CANNOT allow publishing of articles that have specific validation statuses

B. Article permission sets allow agents to participate in the article publishing process

C. Articles CANNOT be published until they are reviewed and validated by a qualified author

D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

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B. 기사 권한 집합을 통해 에이전트는 기사 게시 프로세스에 참여할 수 있습니다.

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Customer Support Agents are frustrated with how they interact with their current case management

solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

 

A. Configure the Case highlights panel

B. Add a Visualforce page to the Case layout

C. Create Salesforce Classic Quick Action

D. Configure Case Feed page layouts

 

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Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

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A. Insert a reference Thread ID in the email subject template

B. Use Omni-Channel to automatically route inbound email

C. Assign a user to manually manage incoming email

D. Convert to an On-Demand Email-to-Case setup

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A. 이메일 제목 템플릿에 참조 스레드 ID 삽입

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Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

 

 

A. Ensure each laptop has a modern browser installed.

B. Coach users on minimizing open console tabs.

C. Allow the user to log into Live Agent from multiple browsers.

D. Add additional components to the Lightning console.

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A. 노트북에 최신 브라우저가 설치되어 있는지를 확인한다.

B. 열린 콘솔 탭 최소화에 대해 사용자에게 안내한다.

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Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

 

 

A. Enable templates for written responses.

B. Increase the number of agents.

C. Improve the agent interface.

D. Employ surveys to confirm customer satisfaction.

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A. 서면응답을 위한 템플릿을 활성화 합니다.

D. 고객 만족도를 확인하기 위해 설문 조사를 실시합니다.

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Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

 

A. Assign Users to Omni Channel permissions

B. Enable Omni Channel by clicking Settings in Setup

C. Assign Users to the Omni Channel Feature License

D. Contact Salesforce to have Omni Channel enabled

 

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Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers

 

A. Data Category to assign an Article Type to a Reviewer

B. Validation Rules for Article Types to verify all fields during creation

C. Knowledge Action to Publish an Article once the Article is approved

D. Approval Process that assigns an Article to a Reviewer Queue

 

A. 리뷰어에게 기사 유형을 할당하기 위한 데이터 범주

B. 작성 중 모든 필드를 확인하기 위한 기사 유형에 대한 유효성 검사 규칙

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One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

 

A. Restore the data using the available backup.

B. Log a Data Recovery case with Salesforce Support.

C. Use Data Loader to delete the corrupt data.

D. Manually update the corrupt data to correct it.

 

B. 세일즈포스 지원에 데이터 복구 사례를 요청합니다.

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A Contact Center Manager is implementing a new customer care program and wants to specifically

measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

 

A. customer satisfaction Survey

B. Customer Purchase History

C. Customer Support Requests

D. Net promoter Score

E. Service Level Agreement

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Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

 

A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record

type is created

D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

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UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

 

A. Assign team-based roles to the associated product article types

B. Assign team-based profiles to the associated product article types

C. Assign team-based roles to the associated product data category value

D. Assign team-based profiles to the associated product data category value