Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) : Service-Cloud-Consultant日本語
- Exam Code: Service-Cloud-Consultant日本語
- Exam Name: Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版)
- Updated: Nov 05, 2026
- Q & A: 292 Questions and Answers
About Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) : Service-Cloud-Consultant日本語 Exam
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Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
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Salesforce Service-Cloud-Consultant Exam Reference
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How to book the Service-Cloud-Consultant Exam
These are following steps for registering the Salesforce Service-Cloud-Consultant exam. Step 1: Visit to Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Designing intake channels - Digital engagement and omni-channel |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Data migration, quality and governance - Training and adoption planning - Licensing and deployment considerations |
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Case deflection and self-service - Automation: assignment rules, escalation, workflow |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Scalability and maintainability - Security, compliance and performance optimization - Capabilities, limitations and trade-offs |
| Contact Center Analytics | 10% | - Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design |
| Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:
Universal Containersは、Agentforce for Serviceの新機能をいくつか実装したいと考えています。Service Cloudコンサルタントは、以下のビジネス要件を検討し、カスタムトピックとアクションではなく、標準トピックを使用することで実現可能な要件を特定する必要があります。
すぐに使用できる AI エージェントがトピックを変更せずに対応できるユースケースはどれですか?
- A. 破損した輸送コンテナに対する保証請求の手続きと現地検査のスケジュール設定について顧客をガイドします。
- B. 顧客が複数の配送センターにわたる特定のコンテナ モデルの在庫レベルをリアルタイムで確認できるようにします。
- C. 保険ポリシーに関する質問に答え、新しい問題が発生した場合に顧客が新しいサポート チケットを開くことができるようにします。
Correct Answer: C 🗳️
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Universal Containers (UC) は、対話チャネルを多様化することで顧客満足度を向上させたいと考えています。
UC の目標は、リアルタイムのコミュニケーションとサポートを強化することです。
コンサルタントは UC にどの対話チャネルを提案すべきですか?
- A. Experience Cloud サイト
- B. アプリ内および Web メッセージング (MIAW)
- C. Einstein ボット
Correct Answer: B 🗳️
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Universal Containers (UC) は顧客とのサービス レベル アグリーメント (SLA) を結んでおり、エージェントがケースの作成後 2 時間以内に受信ケースの所有権を取得し、対応することを義務付けています。
UC が SLA を満たすのに役立つベスト プラクティスはどれですか?
- A. ケースをキューに割り当て、エスカレーション ルールを使用して、エージェントに割り当てられていないケースを 1 時間以内にエスカレーションします。
- B. 1 時間以内にケースがどのエージェントにも割り当てられていない場合は、Flow Builder を使用してキューのすべてのメンバーにタスクを割り当てます。
- C. ケース自動応答ルールを使用して、ケース作成後 1 時間以内にサポート マネージャーに電子メールを送信します。
Correct Answer: A 🗳️
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Universal Containers は、ナレッジ記事を参照し、さらに情報が必要な場合にケースを送信することで、お客様の問題解決を支援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る必要がありますか?
- A. ナレッジ記事へのコメントを許可します。
- B. セルフサービス ヘルプ センターを作成する
- C. Experience Cloud サイトでチャットを有効にします。
Correct Answer: B 🗳️
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Universal Containers (UC) は、コンタクト センターの拡張にエージェントを雇用しました。エージェントが迅速に対応し、完全な生産性を発揮できるようにすることが最優先事項です。UC は、エージェントを支援するために、標準化されたエージェントと顧客のダイアログを実装しました。
コンサルタントはどの機能をサービス コンソールに統合する必要がありますか?
- A. アプリ内ガイダンス
- B. アクションと推奨事項
- C. アインシュタインの次善のアクション
Correct Answer: C 🗳️
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