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Salesforce Service-Cloud-Consultant Exam Reference

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Certification Path

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

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What is the duration of the Service-Cloud-Consultant Exam

  • Number of Questions: 60
  • Format: Multiple choices, multiple answers
  • Length of Examination: 105 minutes
  • Passing Score: 67%

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

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

SectionWeightObjectives
Knowledge Management9%- Given a scenario, recommend the appropriate approach for Knowledge migration and deployment
- Explain the knowledge article lifecycle and its implications
- Describe the key features of Lightning Knowledge
Service Cloud Solution Design16%- Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem
- Given a scenario, analyze customer requirements to determine appropriate solution design
Integrations10%- Explain the use cases and considerations for core Service Cloud integrations
- Explain the use cases and considerations for third-party solutions and connections to external sources of data
Implementation Strategies12%- Given a scenario, recommend appropriate Service Cloud deployment and training strategies
- Given a scenario, determine how to participate in a successful consulting engagement
- Explain the considerations and implications for data migration, data quality, data governance, and large data volumes
Case Management15%- Describe the capabilities and use cases for case assignment, escalation, and auto-response
- Given a set of requirements, design the case management solution
- Explain the relationships between cases and other core features such as assets, entitlements, and work orders
Contact Center Analytics5%- Given a set of desired metrics, determine the appropriate reporting solution
- Explain the capabilities and use cases for Salesforce and third-party reporting tools
Intake and Interaction Channels13%- Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process
- Explain agentic service capabilities, use cases, and configuration processes
- Assess the design considerations and best practices when configuring an interaction channel solution
- Given business process requirements, recommend the appropriate approach to intake channels and their design
- Given a set of business goals, discuss the use cases and functionality for proposed interaction channels
Industry Knowledge12%- Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs)
- Determine the risks, benefits, and business challenges of meeting a client's desired outcome

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

Universal Containers は、WhatsApp を使用してサービス コンソールで顧客にサポートを提供しています。
エージェントは送信された PDF をプレビューしたいと考えています
チャットウィンドウから顧客によって。
コンサルタントは何を推奨すべきでしょうか?

  • A. チャットでファイル プレビューを使用します。
  • B. PDF を電子メールで送信するよう顧客に依頼します。
  • C. チャットから PDF をダウンロードします。
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Universal Containers は、サービス契約に基づいてさまざまなサービス レベルを顧客に提供します。顧客サービス担当副社長は、Service Cloud を使用して、ケースが特定の段階に達していない時期を追跡し、それに応じて上級管理者に警告を発したいと考えています。
この要件に対処する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. サービス契約
  • B. レポートとダッシュボード
  • C. 権利とマイルストーン
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Cloud Kicks (CK) での最近のケースの分析では、パスワードのリセットや注文の問い合わせなどの単純なケースの割合が高いことが明らかになりました。CK は、Web、SMS、Facebook Messenger、WhatsApp を介して顧客にセルフサービスを提供したいと考えています。
新しいケースに対処するためにコンサルタントは何を推奨すべきですか?

  • A. Einstein ボットを実装します。
  • B. ケース スウォーミングを実装します。
  • C. スキルベースのルーティングを実装します。
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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ユニバーサルコンテナーズは、サービスマネージャーがサービスチームの現状を把握するために、リアルタイムのダッシュボードを表示できるようにしたいと考えています。マネージャーは、オンラインのサービス担当者、現在のプレゼンスステータス、ログイン時間、そして主要作業と中断可能な作業の両方における稼働率を確認できる必要があります。
この目的のために、Service Cloud コンサルタントはどの Omni Supervisor 要素を推奨する必要がありますか?

  • A. 割り当てられた作業タブと作業概要ビュー
  • B. 実行可能なアイテムを含むウォールボードタブ
  • C. サービス担当者タブと全エージェントサブタブ
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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ユニバーサルヘルスケアは、患者からのよくある質問への対応と服薬サマリーの提供を目的として、Agentforce Service Agentの導入を目指しています。このエージェントは、病歴を取得する前にメールや電話による患者の本人確認といった機密性の高いタスクを処理する必要があります。
Service Cloud コンサルタントは、Agentforce サービスエージェントのアクション構成にどのように取り組むべきでしょうか?

  • A. 追加の設定なしで機密データを安全に処理するように事前構成されており、業界のベスト プラクティスであるため、すべてのタスクに標準アクションを活用します。
  • B. 最初からデータのプライバシーとセキュリティを完全に制御できるように、すべての患者とのやり取りに対してカスタム アクションのみを実装します。
  • C. 一般的な問い合わせには標準のトピックとアクションを使用し、機密性の高いタスクには Apex、フロー、またはプロンプトビルダーを使用してカスタムのトピックとアクションを作成します。
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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