[Salesforce Certified Service Cloud Consultant] Dump 오답 일기2

※ 각 자격증별 Dump는 시험을 준비하면서, 
웹상에 공개된 Dump와 유료 Dump를 풀면서 자주 틀렸던 문제를 위주로 작성하였습니다. 
오래된 문제도 간혹 있기 때문에 버전에 따라 답이 다른 경우도 있으며,
개인이 공부하면서 푼 문제이기 때문에 오답일 가능성도 있습니다.
이점 유의하여 공부하시길 바랍니다.

 

Ensure the contracted service level requirements for its clients are being met. What should be configured?

A. Entitlement processes, contract line items, milestones, entitlements
B. Entitlement processes, contract line items and Entitlements
C. Entitlement processes, contract line items, milestones, milestone actions
D. Entitlement processes, milestones milestone actions, and entitlements

Answer A

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product sold. Which approach should be used to optimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process

Answer B, C

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page

Answer C

The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries
(E. Enable knowledge in a service cloud portal.)
Answer B, C / E가 포함된 경우, 답은 C, E

Which method can be used to route social media inquiries within salesforce for twitter and facebook?

A. Enable social profile and add workflow rules to the contact object.
B. Use twitter-to case and add workflow rules to the case object.
C. Enable social profile and add assignment rules to the case object.
D. Use the routing queues provided with salesforce for twitter and facebook.

Answer C

Universal Containers must provide contact center agents with access to a customer's payment history if the call has a billing problem. The following considerations need to be taken into account:
• Billing problems account for less than 5% of calls.
• Billing data is stored in an external system containing over 20 million records.
• Agents do not want to maintain separate login sessions for Salesforce and the billing system.
What solution should a consultant recommend? Choose 2 answers

A. Create a custom tab with type URL that displays a search page from the billing system.
B. Import payment data into Salesforce and add to the contact page layout as a related list.
C. Create a Visualforce page that retrieves payment information via a web service call-out.
D. Create a custom web service to handle invoice inserts and updates from the billing system.

Answer A, D

What is a characteristic of visual workflow? Choose 3 answer.

A. Apex code must be used to update fields in the database
B. Only one version of a flow can be activated at a time
C. Elements can be used to update fields in the database
D. Apex code must be used to pass data to legacy systems
E. Elements can be used to pass data to legacy systems

Answer B, C, E

Universal Containers has implemented Salesforce knowledge and the service manager wants to encourage agents to use the knowledge base. Which metric should the service manager monitor?

A. Number of archived articles
B. Number of approved articles
C. Number of customer ratings
D. Number of article votes

Answer D

Universal containers is configuring the salesforce console for service to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.

A. Providing a knowledge sidebar to suggest a solution related to the case
B. Displaying basic data from a legacy enterprise resource planning system
C. Displaying real time visual indicators when lists and records are change
D. Creating a button to send an email response and re-queue the case
E. Displaying a technical diagram of a registered product related to the case

Answer B, C, E

Universal containers had activated email-to-case functionality to allow customers to correspond with support agents via email. Which options are available with email-to-case? Choose 2 answers.

A. Only one inbound email address can be used for email-to-case.
B. Follow-up emails and attachments related to a case are attached to the case.
C. Assignment, escalation and workflow rules are processed on inbound emails.
D. Follow-up emails related to a case will update the case comments.

Answer B, C