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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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| Section | Objectives |
|---|---|
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
Cloud Kicks のサービス センター マネージャーと IT チームは、新しい Service Cloud 実装後の費用対効果分析をコンサルタントに依頼しました。
実装後のコスト削減を反映する測定方法は何ですか?
Correct Answer: A 🗳️
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Universal Containers (UC) は、Service Cloud Messaging を使用して顧客に SMS メッセージを送信することを計画しています。
メッセージは
常に 175 ~ 255 文字の間で指定します。
コンサルタントは、UC がメッセージングに何を使用することを推奨する必要がありますか?
Correct Answer: C 🗳️
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Universal Containers のサービス担当副社長は、サポート エージェントが顧客にナレッジ記事をより簡単かつ迅速に送信できるようにしたいと考えています。
コンサルタントは記事を顧客に送信するために何を設定する必要がありますか?
Correct Answer: B 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
あるグローバル自動車会社は、センサーデータ、サービス履歴、ファイナンス情報など、車両と顧客の複数のデータソースをSalesforceに統合することで、サービスエクスペリエンスを向上したいと考えています。目標は、顧客とのやり取りや車両の状態を包括的に把握し、リアルタイムデータに基づいてアラートをトリガーし、適切なサービスチャネルにケースをルーティングすることです。
Correct Answer: C 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
Cloud Kicks(CK)は、サービス契約に基づく製品サポートを提供しています。お客様のサービス契約には、ケースと作業指示の両方に同一のサービスレベル契約(SLA)が含まれています。CKは、設定を効率的に管理する方法を求めています。
要件を満たすための推奨構成は何ですか?
Correct Answer: C 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
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