Exam Name: Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版)
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Number of Questions: 60
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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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.
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Describe the key features of Lightning Knowledge - Explain the knowledge article lifecycle and its implications |
| Intake and Interaction Channels | 13% | - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Explain agentic service capabilities, use cases, and configuration processes - Given business process requirements, recommend the appropriate approach to intake channels and their design - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Assess the design considerations and best practices when configuring an interaction channel solution |
| Industry Knowledge | 12% | - Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) |
| Integrations | 10% | - 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 |
| Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
| Service Cloud Solution Design | 16% | - Given a scenario, analyze customer requirements to determine appropriate solution design - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem |
| Case Management | 15% | - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies |
Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:
Ursa Major Solar のサポート部門では、サービス レベル契約 (SLA) に基づいて顧客が適切なサポートを受けられるようにするプロセスを実装したいと考えています。
コンサルタントは実装の一部としてどの機能を構成する必要がありますか?
- A. マイルストーン
- B. エスカレーションルール
- C. スケジュールされたフローアクション
Correct Answer: A 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
サービス担当者が新しいケースに正確に対応できるように、Universal Containers では、ケース レコード ページに関連ナレッジ記事のリストが表示されるようにしたいと考えています。
Service Cloud コンサルタントはこの要件をどのように構成する必要がありますか?
- A. ナレッジ コンポーネントをケース ページ レイアウトに追加します。
- B. ナレッジコンポーネントをケース Lightning レコードページに追加します。
- C. ケース レコード ページにナレッジ関連リストを追加します。
Correct Answer: B 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
Service Cloudコンサルタントが、Agentforceサービスエージェント向けに「注文問い合わせ」トピックを設定しています。荷物の紛失が報告された場合、AIエージェントは直ちにサービス担当者に会話をエスカレーションする必要があります。
コンサルタントはこれをどのように達成すべきでしょうか?
- A. スキルベースのルーティングを使用して、会話を適切なサービス担当者に転送します。
- B. 紛失した荷物に関する発話があればエスカレーションがトリガーされるように AI エージェントに指示を追加します。
- C. すべてのエスカレーションを処理するには、標準の従業員エージェント エスカレーション トピックを使用します。
Correct Answer: B 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
Universal Containers (UC) カスタマー サポート組織は、コールセンターに Knowledge-Centered Support (KCS) を導入しました。ただし、コールセンター管理者は、エージェントが新しいナレッジ記事をより頻繁に提供する必要があると考えています。
この状況に対処するために UC は何をすべきでしょうか?
- A. 出版が承認された新しい記事の数に基づいてエージェントを評価し、報酬を与えます。
- B. 承認のために送信された新しい記事の数に基づいてエージェントを測定し、報酬を与えます。
- C. エージェントは、新しい推奨記事を送信するときにケースのチェックボックスをオンにする必要があります。
Correct Answer: A 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
Salesforce が OpenCTI フレームワークで提供する利点は何ですか?
- A. 開発者は、カスタマイズを最小限に抑えて、利用可能な任意のテレフォニー プラットフォームと統合できます。
- B. エージェントは、タスク バーまたはシステム トレイに埋め込まれたオペレーティング システム レベルでソフトフォンを実行できます。
- C. エージェントは、一度開発するだけで、さまざまなブラウザやオペレーティング システムでテレフォニーを使用できます。
Correct Answer: C 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
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