[Salesforce Certified Service Cloud Consultant] Dump 오답 일기3

※ 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.

 

A universal container has basic field service requirements and has not yet deployed the service cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. What solution will create and route the field service dispatch record when the case is saved?

A. Use a workflow rule with an action.
B. Use a case assignment rule.
C. Use a validation rule.
D. Use an apex trigger.

Answer D

Universal containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports?Choose 2 answers.

A. Remove data boundaries from filter criteria.
B. Remove formula fields from filter criteria.
C. Remove dashboards based on long-running reports.
D. Remove unnecessary columns from the reports.

Answer B, D

Universal Containers has implemented Salesforce Service Cloud with the goal of reducing the number of escalated cases across the contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed with Chatter posts
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed on first contact
D. Percent of cases closed with an attached article

Answer C

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles as useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on agent ratings on articles
B. Report on the articles followed in Chatter
C. Report on the articles attached to cases
D. Report on agent feedback on articles

Answer C, D

Support agents need to verify that customers are eligible to receive customer support before they can update. What object is used to verify that a customer is entitled to receive support? Choose 2 answer.

A. Contacts
B. Service contracts
C. Products
D. Case history

Answer B, C

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company would like 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 standardization
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. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
D. Assign a global team of experienced agents and leaders to create a common design template and report structure

Answer A

Universal Containers is migrating from a legacy system to the Service Cloud. The company currently tracks entitlements and service-level agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to all case information for the last one year. What deployment approach should a consultant recommend in this scenario?

A. Migrate open and closed cases without milestones and entitlements
B. Migrate closed cases to a custom read-only object
C. Migrate closed cases with milestones and entitlements
D. Migrate open and closed cases with milestones and entitlements

Answer B

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance

Answer C

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer.
Which tasks should be completed prior to UAT? (Choose 2)

A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials

Answer B, C

The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team
B. Number of cases created using portal
C. Number of cases closed by a self-service user
D. Number of IVR inquiries without agent involvement

Answer B, C