[Salesforce Certified Service Cloud Consultant] Dump 오답 일기9

※ 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.

 

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report chart is added to the Page Layout.
B. The report is shared with a Chatter Group.
C. The report is a Summary or Matrix report.
D. The report contains a chart.
E. The report has a standard Report Type.

Answer A, C, D

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.

Answer A, B

Universal Containers plans to deploy Salesforce Service Console to its support team. Which three steps should be considered in deployment? Choose three answers

A. Customize highlights panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.

Answer A, B, C

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A. Create a Dashboard for each Region.
B. Create a single Dashboard with a Region filter.
C. Create a Dashboard for each Case Team.
D. Create a single Dashboard with a Case Team filter.

Answer B

A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?

A. Customer Community
B. Field Service Lightning
C. SOS Video Chat
D. Salesforce Knowledge

Answer C

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Salesforce Knowledge base
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS

Answer C, D

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers

A. Knowledge base
B. Customer Community
C. Automatic Call DIstribution
D. Service Cloud Console

Answer A, B

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers

A. Open CTI
B. Macros
C. Local Presense
D. Lightining Dialer

Answer D

A company has these requirements for dealing with Cases: - Handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work Which twoOmni- Channel features will assist in this routing and distribution? Choose 2 answers

A. Route to agents with the most cases closed for that topic.
B. Route to agents staffing the assigned overflow queues.
C. Route to agents with the least amount of active assigned work.
D. Route to agents with the most capacity to take on new work.

Answer C, D