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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:

SectionWeightObjectives
Intake and Interaction Channels13%- Configuration best practices
- Designing intake channels
- Digital engagement and omni-channel
- Email, web, social, phone and messaging channels
Implementation Strategies12%- Licensing and deployment considerations
- Training and adoption planning
- Consulting engagement lifecycle
- Data migration, quality and governance
Integrations10%- Data exchange and synchronization
- CTI and telephony integration
- Third-party system integration
Knowledge Management12%- Knowledge base design and implementation
- Case deflection and knowledge adoption
- Data categories and access control
- Article lifecycle, versioning and visibility
Service Cloud Solution Design15%- Scalability and maintainability
- Capabilities, limitations and trade-offs
- Security, compliance and performance optimization
- Solution design based on requirements
Industry Knowledge12%- Contact center metrics and KPIs
- Business challenges, risks and outcomes
- Types of contact centers and their characteristics
Case Management13%- End-to-end case lifecycle design
- Entitlements, milestones and SLAs
- Case deflection and self-service
- Automation: assignment rules, escalation, workflow
Contact Center Analytics10%- Report and dashboard design
- Key metrics and KPIs tracking
- Data-driven improvement

Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:

Universal Containers (UC) は、外部システムとの複雑な統合を伴う Service Cloud の実装を計画しています。
コンサルタントはどのプロジェクト管理方法を推奨すべきでしょうか?

  • A. シックスシグマ
  • B. Waterfall
  • C. アジャイル
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Cloud Kicks (CK) は、お客様のサービス契約に基づいて、様々なレベルのサポートを提供しています。ゴールドサービス契約のお客様には、マイルストーンを設定する予定です。例えば、水曜日の午前11時に電話がかかってきたとします。サービス担当者は水曜日の午後1時までに応答し、最初のマイルストーンを完了します。その後、サービス担当者は木曜日の午後1時までに応答し、2つ目のマイルストーンを完了する必要があります。
コンサルタントはどのマイルストーン繰り返しタイプを推奨すべきですか?

  • A. 再発なし
  • B. 独立再帰
  • C. 連続再帰
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Cloud Kicks のマネージャーは、多くの場合、リスト ビューを使用して、一度に最大 75 件のケースの [ケース タイプ] フィールドを更新する必要があります。
コンサルタントはどの Service Console 生産性ツールを推奨する必要がありますか?

  • A. 一括クイック アクションを使用します。
  • B. それぞれのケースでマクロを実行します。
  • C. キーボード ショートカットを使用します。
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Universal Containers のコンタクト センターでは、Service Cloud 内でのケース数と解決時間を削減したいと考えています。
Service Cloud コンサルタントはどのソリューションを推奨すべきでしょうか?

  • A. Agentforce サービス エージェントをサービス コンソールに埋め込みます。
  • B. 顧客と社内ユーザー向けのナレッジ ベースを実装します。
  • C. 記事自動応答フローを使用します。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Cloud Kicks(CK)はService Cloudを使用してカスタマーサポートを管理しており、在庫と注文データはSnowflakeに保存されています。CKの顧客はサポートを利用して注文に関する問い合わせや交換品の依頼を行っています。CKはSalesforce内でのデータの重複を避けつつ、サポート担当者にリアルタイムで実用的なインサイトを提供したいと考えています。
サポート担当者が顧客の注文履歴を包括的に把握できるようにするために、Service Cloud コンサルタントは何を推奨すべきでしょうか?

  • A. Apex 統合を使用して、ケースが開かれるたびに API 経由で Snowflake から注文データを取得します。
  • B. Data Cloud を使用して Snowflake に接続し、注文データと CRM データを統合します。
  • C. MuleSoft を使用して、Snowflake から注文データを抽出し、サポート担当者が参照できるように Salesforce のカスタム オブジェクトに保存します。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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