[Salesforce Certified Service Cloud Consultant] Dump 오답 일기7

※ 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.

 

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need?

A. Configure Omni-Channel Supervisor tab and 3rd party access.
B. Configure Live Agent Supervisor tab and Whisper Messages.
C. Add the Live Agent Component to the Utility bar.
D. Configure the SOS snap-in for the Lightning Service Console.

Answer B

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article customization for open cases.
B. Enable agents to create their own personal articles.
C. Enable suggested articles on new cases.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.

Answer C, D, E

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers.

A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.

Answer A, B

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to access the success of the new workforce management system? Choose 2 answer

A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence

Answer B, D

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing
B. Live Agent Queue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules

Answer B

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A. Process Builder
B. Lightning Knowledge
C. Macros
D. Visual Workflow

Answer A

Universal Containers has built a custom Visualforce page called “Knowledge” that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lighting Knowledge? Choose 2 answers

A. Remove Apex code references to the Article RecordType field.
B. Configure the Visualforce page to use the Lightning Design System.
C. Rename the Visualforce page to “Lighting Knowledge”
D. Remove Apex code references to the ArticleType field.

Answer B, C

What are two design considerations for a Live Agent implementation? Choose 2 answers

A. Case Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout

Answer A, D

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel
B. Page Layouts
C. Record Types
D. Support Processes
E. Article Types

Answer B, C, D

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend to meet the given requirements?

A. Kanban
B. Lightning Platform
C. Agile
D. Waterfall

Answer C