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What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Length of Examination: 105 minutes
- Number of Questions: 60
- Format: Multiple choices, multiple answers
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Training and adoption planning - Consulting engagement lifecycle - Data migration, quality and governance - Licensing and deployment considerations |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Knowledge base design and implementation - Data categories and access control |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization |
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Designing intake channels - Configuration best practices - Digital engagement and omni-channel |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:
Question #1
Cloud Kicks のマネージャーは、多くの場合、リスト ビューを使用して、一度に最大 75 件のケースの [ケース タイプ] フィールドを更新する必要があります。
コンサルタントはどの Service Console 生産性ツールを推奨する必要がありますか?
A. それぞれのケースでマクロを実行します。
B. 一括クイック アクションを使用します。
C. キーボード ショートカットを使用します。
Question #2
Cloud Kicks は、エージェントがサービス レベル アグリーメント (SLA) の範囲内で確実に作業できるように、さまざまなレベルのサポートを顧客に提供することを計画しています。
コンサルタントはどの機能を考慮する必要がありますか?
A. 権利
B. サービス契約
C. ケース管理
Question #3
Universal Containers は、顧客アカウントを共有し、ケースのステータスを送信および追跡し、レポートやダッシュボードを表示できる安全なポータルを再販業者に提供したいと考えています。
コンサルタントはどのソリューションを推奨すべきでしょうか?
A. 従業員コミュニティ
B. カスタマー エクスペリエンス サイト
C. パートナー エクスペリエンス サイト
Question #4
Cloud Kicks (CK) は Service Cloud と Slack を使用します。困難なケースの場合、サービス エージェントは Slack で群れを作り、複数の CK 部門から専門家を呼び込みたいと考えています。
Slack Swarm を立ち上げたいエージェントにコンサルタントは何を勧めるべきですか?
A. Apex トリガー
B. クイックアクション
C. エスカレーション ルール
Question #5
Cloud Kicks（CK）での最近のケース分析では、パスワードのリセットや注文の問い合わせといった単純なケースの割合が高いことが明らかになりました。CKは、SMS、Facebook Messenger、WhatsAppなどの拡張チャネルを通じて顧客にセルフサービスを提供したいと考えています。この要件を満たすために、CKはサービスエージェントを作成しました。
この AI エージェントを拡張チャネルに接続するための次のステップとして、Service Cloud コンサルタントは何を推奨すべきでしょうか?
A. 自動起動フローを作成します。
B. 新しいメッセージング チャネルを作成します。
C. 埋め込みサービス デプロイメントを作成します。
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: A | Question #3 Correct Answer: C | Question #4 Correct Answer: B | Question #5 Correct Answer: B |
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