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

Topic	Details
Topic 1	Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
Topic 2	Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.
Topic 3	Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
Topic 4	Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
Topic 5	Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.
Topic 6	Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.

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

Question #1
Universal Containers（UC）は、顧客ポータルにAgentforceサービスエージェントを導入しています。UCは、既存のSalesforceナレッジベースから情報を取得し、複雑な顧客の質問に答えるAIエージェントを必要としています。Salesforceナレッジベースには、製品の寸法や材質の仕様など、明確に定義された具体的な項目を含む記事が含まれています。
AI エージェントを Salesforce ナレッジベースに接続するために必要な機能はどれですか?

A. エクスペリエンスビルダーのナレッジコンポーネント
B. Agentforce データライブラリ
C. アインシュタインの知識探求

Question #2
Cloud Kicks (CK) は、Lightning Dialer とワンクリック通話を使用して顧客への電話を開始します。CK は最近、通信設定を電子メールのみまたはテキストのみに設定している顧客から苦情を受けています。
要件を満たすためにコンサルタントが使用すべき最も効率的なソリューションは何ですか?

A. [Contact Do Not Call] フィールドの値を True に設定します。
B. ページレイアウトから電話番号を削除します。
C. ダイナミックフォームを使用して電話番号を非表示にします。

Question #3
Universal Containers（UC）は、スキルベースルーティングを活用し、関連製品の専門分野に基づいてサービス担当者にケースを割り当てています。また、UCは、ケースのワークロードを均等に分散するために、サービス担当者を次のケースに自動的に割り当てることも検討しています。

A. 最もアクティブでない
B. 最も利用可能な
C. 手動プッシュ

Question #4
ユニバーサルコンテナーズ（UC）は、今後2週間以内に新製品の発売を計画しています。経営陣は、顧客サポート部門にソーシャルメディアプラットフォームを監視し、案件の受付に役立ててほしいと考えています。
要件を満たすために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. Apex ソリューションを実装します。
B. AppExchange のサードパーティアプリを使用します。
C. カスタムケース割り当てルールを使用します。

Question #5
Universal Containers は、会話の発信元となる URL に基づいて、メッセージングセッションにカスタムフィールドを設定したいと考えています。
要件を満たすためにコンサルタントは何を推奨すべきでしょうか?

A. マクロを使用します。
B. Einstein ボットを使用します。
C. フローを使用します。

Solutions:

Question #1
Correct Answer: B

Question #2
Correct Answer: A

Question #3
Correct Answer: B

Question #4
Correct Answer: B

Question #5
Correct Answer: C

Salesforce Service-Cloud-Consultant日本語

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