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시험대비Service-Con-201 100％시험패스덤프문제덤프최신데모문제

Salesforce Service-Con-201 덤프는 pdf버전,테스트엔진버전, 온라인버전 세가지 버전의 파일로 되어있습니다. pdf버전은 반드시 구매하셔야 하고 테스트엔진버전과 온라인버전은 pdf버전 구매시 추가구매만 가능합니다. pdf버전은 인쇄가능하기에 출퇴근길에서도 공부가능하고 테스트엔진버전은 pc에서 작동가능한 프로그램이고 온라인버전은 pc외에 휴태폰에서도 작동가능합니다.

Salesforce Service-Con-201 시험요강:

주제
소개

주제 1

• Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.

주제 2

• Implementation Strategies: This domain focuses on consulting engagement participation, deployment and training recommendations, and considerations for data migration, quality, governance, and large data volumes.

주제 3

• Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.

주제 4

• Industry Knowledge: This domain covers understanding Contact Center metrics, KPIs, and assessing risks, benefits, and business challenges for client outcomes.

주제 5

• Case Management: This domain covers designing end-to-end case management solutions, implementing case deflection strategies, configuring entitlements, milestones, SLAs, and understanding Service Cloud automation capabilities.

주제 6

• Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.

 

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Service-Con-201시험준비자료, Service-Con-201최신버전 덤프문제

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최신 Salesforce Consultant Service-Con-201 무료샘플문제 (Q22-Q27):

질문 # 22
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?

• A. Establish Case Assignment rules.
• B. Configure Case Escalation rules.
• C. Create a Flow with a scheduled path.

정답：B

설명：
Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.

 

질문 # 23
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

• A. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
• B. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
• C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

정답：C

설명：
To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.

 

질문 # 24
The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?

• A. Use Salesforce Connect and External Objects to represent work order data in Salesforce.
• B. Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.
• C. Create a Custom Object and utilize Data Loader to import work order data into Salesforce.

정답：A

설명：
Salesforce Connect allows seamless integration with external systems, enabling real-time access to data stored outside of Salesforce without the need for data duplication. By utilizing External Objects, datafrom an enterprise data warehouse (EDW) can be represented within Salesforce, allowing users to access and generate reports on work order data directly.
This approach offers several advantages:
Real-Time Data Access:Users can view the most current data without waiting for scheduled imports.
Reduced Storage Costs:Since data isn't stored within Salesforce, it minimizes storage usage and associated costs.
Simplified Maintenance:Eliminates the need for complex data synchronization processes.
Compared to importing data via Data Loader or implementing batch integration processes, Salesforce Connect provides a more streamlined and efficient solution for accessing external data sources.
Reference:
https://help.salesforce.com/s/articleView?id=platform.salesforce_connect.htm&language=en_US&type=5
https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_external_objects.htm

 

질문 # 25
Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems.
Which project management methodology should the consultant recommend?

• A. Agile
• B. Six Sigma
• C. Waterfall

정답：A

설명：
For complex, integration-heavy Service Cloud programs, Salesforce best practice is to deliver iteratively with short, inspect-and-adapt cycles so that integration touchpoints can be validated early, risks reduced, and scope refined as the team learns. This aligns to Agile methodologies (such as Scrum or Kanban) rather than linear, big-bang delivery.
The Service Cloud Consultant Study Guide under Implementation Strategies emphasizes planning for incremental releases, continuous stakeholder feedback, and frequent validation across systems-key characteristics of Agile delivery. This approach ensures early visibility into integration challenges and allows for adjustments throughout the project lifecycle.
In contrast, Waterfall follows a sequential design process with late-stage testing, which introduces higher risk for complex, multi-system implementations. Six Sigma is a process improvement framework focused on reducing defects, not a delivery methodology suitable for Salesforce implementations.
Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide - Domain: Implementation Strategies (focuses on iterative implementation, phased deployment, and managing complexity).
Trailhead Modules: Agile Basics, Salesforce Project Delivery Best Practices (emphasizes iterative releases, stakeholder collaboration, and adaptability).

 

질문 # 26
A Service Cloud consultant has recently implemented a public Knowledge base.

• A. First call resolution
• B. Monthly case volume
• C. Average case resolution time

정답：B

설명：
Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.
Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.
Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
Salesforce Help: "Measure Knowledge Base Effectiveness Using Case Deflection Metrics." Salesforce Trailhead: "Reduce Case Volume Through Self-Service Knowledge."

 

질문 # 27
......

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