Service-Con-201 試験問題を無料オンラインアクセス

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

• A.Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
• B.Postpone the release to the production org so the team can finish the project before the release is deployed.
• C.Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

• A.Create a joined report.
• B.Create a report using Grouping.
• C.Create a reporting snapshot.

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

• A.Average Handle Time
• B.Total Open Cases
• C.Reduced Call Volume

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

• A.Original creation date and total number of article views in the last year
• B.Last modified date and total number of article view in the last year
• C.Last modified date and terms searched frequently in the last year

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

• A.Define entitlements and milestones.
• B.Enable and configure Omni-Channel routing.
• C.Implement Lightning flow with time-based actions.