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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Number of Questions: 60
- Passing Score: 67%
- Length of Examination: 105 minutes
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 9% | - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment |
| Topic 2: Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - 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 |
| Topic 3: 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 |
| Topic 4: 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 |
| Topic 5: Implementation Strategies | 12% | - 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 |
| Topic 6: Intake and Interaction Channels | 13% | - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - 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 |
| Topic 7: Contact Center Analytics | 5% | - Explain the capabilities and use cases for Salesforce and third-party reporting tools - Given a set of desired metrics, determine the appropriate reporting solution |
| Topic 8: Industry Knowledge | 12% | - 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:
Question #1
Cloud Kicks サポートエージェントは、ケースの所有権の変更により、大量のメールを受信しています。
問題を解決するために管理者は何を推奨すべきでしょうか?
A. 所有者を変更するときに、「通知メールを送信する」チェックボックスをオフにするようにユーザーに指示します。
B. ケース所有者を変更し、新しい所有権の電子メールをバイパスするための画面フローを作成します。
C. サポート設定の「ケースの所有権が変更されたときにケース所有者に通知する」チェックボックスをオフにします。
Question #2
Tier 2 のサービス担当者に Tier 1 からケースの処理を引き継ぎ、Tier 1 がトラブルシューティングでどこまで進んだかを知るためにコンサルタントが推奨する機能はどれですか?
A. エスカレーション ルール
B. Einstein の次善のアクション
C. ケースのパス
Question #3
Cloud Kicks (CK) には複数の製品ラインがあります。CK は、顧客向けに 2,500 件の記事を掲載する公開ナレッジ ベースを立ち上げる準備をしています。同社は、ユーザーが自社製品に基づいた関連記事を簡単に見つけられる方法を望んでいます。
要件を満たすために推奨される方法は何ですか?
A. データ カテゴリ グループ
B. 画面の流れ
C. オブジェクトのトピック
Question #4
Cloud Kicks のサービス センター マネージャーと IT チームは、新しい Service Cloud 実装後の費用対効果分析をコンサルタントに依頼しました。
実装後のコスト削減を反映する測定方法は何ですか?
A. サービス担当者のバックログの削減
B. ライセンス数の削減
C. CSATのKPI
Question #5
Cloud Kicks では、複数の専門家がケースで共同作業できるように、Slack に Swarming を実装することを検討しています。
このアプローチの考慮事項は何ですか?
A. スウォームは、問題に対して作成された新しいチャネルでのみ作成できます。
B. Swarm チャネルはデフォルトで Slack のパブリック チャネルになります。
C. ユーザーがチャネルに追加されると、過去の投稿は表示されなくなります。
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: C | Question #3 Correct Answer: A | Question #4 Correct Answer: A | Question #5 Correct Answer: C |
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