Service-Cloud-Consultant 試験問題を無料オンラインアクセス

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

• A.Agent Work
• B.Assigned Work
• C.Agent Detail

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications.
Which feature is needed to connect the AI agent to the Salesforce Knowledge base?

• A.Agentforce Data Library
• B.Knowledge component in Experience Builder
• C.Einstein Search for Knowledge

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).
Which feature should the consultant configure as part of the implementation?

• A.Escalation Rule
• B.Scheduled Flow Action
• C.Milestones

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

• A.Create queues with support agents and use assignment rules.
• B.Configure Web-to-Case and use assignment rules,
• C.Predefine case teams and use assignment rules.

Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?

• A.Instruct users to uncheck the "Send notification email" checkbox when changing the owner.
• B.Create a screen flow to change the case owner and bypass the new ownership email.
• C.Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.