問題1
A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.
A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.
正確答案: B
說明：（僅 NewDumps 成員可見）
問題2
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題3
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題4
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題5
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題6
Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?
Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題7
Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation Rules and a Knowledge Base. Their current support staff is accustomed to email-only case management. The company wants minimal downtime and a high adoption rate for the new solution.
What should the Service Cloud Consultant recommend to prepare the support reps for the transition?
Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation Rules and a Knowledge Base. Their current support staff is accustomed to email-only case management. The company wants minimal downtime and a high adoption rate for the new solution.
What should the Service Cloud Consultant recommend to prepare the support reps for the transition?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題8
How should a consultant configure a report that shows the average number of days that Cases stay open?
How should a consultant configure a report that shows the average number of days that Cases stay open?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題9
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題10
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題11
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題12
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題13
Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions.
Which use case could an out-of-the-box AI agent address with no changes to topics?
Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions.
Which use case could an out-of-the-box AI agent address with no changes to topics?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題14
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
正確答案: C
說明：（僅 NewDumps 成員可見）