Service-Con-201 試験問題を無料オンラインアクセス

Cloud Kicks provides support for their customers 24 hours a day. The Service Managers at Cloud Kicks would like to have a report that shows the average number of days cases stay open. The Service Cloud Consultant has created a report using the standard Age field, but this is not correctly showing the age for open cases.
What should the consultant do to resolve this?

• A.Create a custom formula field to calculate the case age.
• B.Create a report snapshot of number of open cases per day.
• C.Enable Business Hours Age in Setup and add the field to the report.

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.

• A.Create a Quick Action to map case fields to a new article.
• B.Use a trigger to automatically create a new article.
• C.Develop a globally-shared macro to create a new article.

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

• A.Reports and dashboards
• B.Approval process
• C.Flow with notifications

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?

• A.Review Einstein Conversation Mining for Web-to-Case.
• B.Review guidelines and limits for Web-to-Case.
• C.Review Service Setup Assistant for Web-to-Case.

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

• A.Einstein Article Recommendations
• B.Einstein Case Wrap-Up
• C.Einstein Reply Recommendations