問題1
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題2
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題3
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4
Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?
Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題5
Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate.
Which numbers does the consultant need to calculate an accurate rate?
Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate.
Which numbers does the consultant need to calculate an accurate rate?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題6
Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?
Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題7
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題8
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題9
Which best practice should be used when deploying standard Service Cloud functionality to production?
Which best practice should be used when deploying standard Service Cloud functionality to production?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題10
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題11
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed-upon response times via the portal.
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed-upon response times via the portal.
正確答案: C
說明：（僅 NewDumps 成員可見）
問題12
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題13
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題14
Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization?
Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization?
正確答案: C
說明：（僅 NewDumps 成員可見）