Service-Cloud-Consultant資料的中率 資格取得

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Service-Cloud-Consultant PDF DEMO:

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
D. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
Answer: D

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: A

Universal Containers wants to deploy the Service Cloud to its contact centers located across
North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over
100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Bulk API to load the product bug data into Salesforce
C. Use Web Services API to integrate the external database with Salesforce
D. Create a custom product bug object and import data into Salesforce
Answer: A,C

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose
3 answers
A. Create HTML files referencing image to be uploaded
B. Create multiple CSV files, one for each article type
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
Answer: A,B,C

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Updated: Nov 29, 2020

Service-Cloud-Consultant資料的中率、Salesforce Service-Cloud-Consultant試験情報 - Salesforce Certified Service-Cloud-Consultant


試験名称:Salesforce Certified Service cloud consultant
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試験名称:Salesforce Certified Service cloud consultant
問題と解答:全 350
Salesforce Service-Cloud-Consultant 日本語版試験勉強法




試験名称:Salesforce Certified Service cloud consultant
問題と解答:全 350
Salesforce Service-Cloud-Consultant 試験資料



Service-Cloud-Consultant 試験勉強攻略