Service-Con-201 試験問題を無料オンラインアクセス

Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate.
Which numbers does the consultant need to calculate an accurate rate?

• A.Customers at the start of a given period, customers at the end of that period, and old customers who returned during that period
• B.Customers at the start of a given period, customers at the end of that period, and customers lost during that period
• C.Customers at the start of a given period, customers at the end of that period, and new customers acquired during that period

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

• A.Einstein Reply Recommendations
• B.Einstein Bots 27: B is correct answer
• C.Einstein Article Recommendations

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

• A.Use a mass Quick Action.
• B.Run a macro on each case.
• C.Use a keyboard shortcut.

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?

• A.The Lightning page contains the Run Macros action.
• B.All users have permission to create macros.
• C.Publisher actions are on the page layout.

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

• A.Path for Cases
• B.Escalation Rules
• C.Einstein Next Best Action