[Salesforce Certified Service Cloud Consultant] Dump 오답 일기6

※ 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 contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case

Answer A, C

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by cas

Answer A, B

 

Which two capabilities of Lightning Knowledge ensure accurate content in articles? Choose 2 answers

A. Approval Process than assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.

Answer. A, C

Universal containers recently deployed a salesforce knowledge implementation, but is looking to evaluate the quality of the articles being produced. what should the consultant recommend to gather information on knowledge article usefulness?

A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.

Answer C

What are three best practices that should be used when deploying Salesforce functionality to production?

A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
B. Plan and communicate the deployment to all users of the organization in advance.
C. Select a window of time when users will NOT be making changes to the organization.
D. Ensure all users refrain from logging into production for an entire day prior to deployment.
E. Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer B, C, E

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

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

Answer A

Support agents need to verify that customers are eligible to receive customer support before they can update the case. Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

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

Answer A, C

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
- Agents need to collaborate with other teams.
- The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A. Use Process Builder for notifications and case teams to monitor cases.
B. Use Process Builder for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and account teams to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases.

Answer A

When Service reps view a Case, they often need to see the case history of other cases for that same account. how should a consultant configure the lightning service console to support this requirement?

A. Account tabs and Cases tab
B. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs with Cases Subtabs

Answer C

Which three are characteristics of Visual Workflow? Choose 3 answers

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

Answer A, B, D