合格させるSalesforce CRT-261試験最速合格
準備CRT-261問題解答でCRT-261試験問題集
質問 # 55
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Highlights Panel
- B. On the Calendar right hand panel
- C. On a utility bar of the Lightning App
- D. On a record Activity Feed list
正解：D
質問 # 56
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved
- B. Validation Rules for Article Types to verify all fields during creation
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Data Category to assign an Article Type to a Reviewer
正解：B、D
質問 # 57
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. They are higher in the Role Hierarchy than a Queue Member
- C. All of the above
- D. They have a Contact Manager Profile
- E. They are members of that Queue
正解：B、E
質問 # 58
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Change Sets
- B. Data Import Wizard
- C. Mass Transfer Records
- D. Data Loader
正解：A、D
質問 # 59
Auto Response rules work on which objects?
- A. Accounts and Cases
- B. Leads and accounts
- C. Accounts and Opportunity
- D. Leads and Cases
正解：D
質問 # 60
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
- A. Enable Omni Channel in Setup.
- B. Assign Users to Omni Channel permissions.
- C. Contact Salesforce to have Omni Channel enabled.
- D. Assign Users to the Omni Channel Feature License.
正解：A
質問 # 61
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Create case escalation rules to route high priority cases directly to supervisors for resolution
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- C. Set up a Salesforce Customer Community that will allow customers to create cases online
- D. Set up analytical snapshots to capture key case information and create historical trending reports
正解：B、C
質問 # 62
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on agent ratings on articles
- C. Report on the articles followed in Chatter
- D. Report on agent feedback on articles
正解：A、B
質問 # 63
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom indexes
- B. Record types
- C. Tiered data strategy
- D. Custom search
- E. Divisions
正解：A、C、E
質問 # 64
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types must be created before the import.
- B. Each Article Record Type must be in a separate CSV.
- C. Article Record Types will be created as part of the import.
- D. Multiple Article Record Types can be imported in the same CSV.
正解：A、D
質問 # 65
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Grant managers the Manage Data Categories permission.
- C. Grant managers the Manage Salesforce Knowledge permission.
- D. Create at least two different article types.
- E. Create at least two different data categories.
正解：A、C、D
質問 # 66
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Set article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FaQ record type
- C. Grant Authors access to the FAQ article type.
- D. Add Authors to the FaQ Data Category.
正解：B
質問 # 67
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Account tabs with Case Subtabs
- D. Case tabs with Account subtabs
正解：A
質問 # 68
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Supervisors to investigate those cases
- C. Use escalation rule to send an email
- D. Identify those cases and assign to the closure team
正解：B、D
質問 # 69
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Add these fields to the page layout and add the components to the highlights panel
- B. Remove these fields from the page layout and add the components to the highlights panel.
- C. Remove these fields from the page layout and add the fields to the highlights panel
- D. Add the fields to the page layout and add the fields to the highlights panel.
正解：D
質問 # 70
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use a case assignment rule
- C. Use an Apex trigger
- D. Use a workflow rule with an action
正解：D
質問 # 71
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Implement Lightning Guided Engagement
- C. Configure a Visual Flow Troubleshooting Action
- D. Enable Omni-Channel Case assignment
正解：B、C
質問 # 72
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- B. Post the Files to the Chatter Feed on each Article.
- C. Use the Files Related List on each article to add files to your articles.
- D. Upload the files as Documents, then relate them to the migrated Articles.
正解：D
質問 # 73
Using Import Wizard, how many Asset records can you import at a time?
- A. 100,000
- B. 0
- C. You cannot import Assets via Import Wizard
- D. 1
- E. 50,000
正解：C
質問 # 74
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Chat Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
正解：D
質問 # 75
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Share knowledge with the business partners
- B. Standard for managing customer support and delivery
- C. Method for social media management
- D. Process for creating and maintaining knowledge
正解：A、D
質問 # 76
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use escalation rules
- C. Use entitlements to define a process and milestones
正解：C
質問 # 77
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Self Service Portal
- B. Chatter feeds
- C. Email to Case
- D. Customer Portal
正解：B
質問 # 78
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Automatic Call Distributor (ACD)
- B. Chat log history
- C. Entitlements
- D. Interactive Voice Response (IVR)
- E. Workflow Management (WFM)
正解：A、E
質問 # 79
......
リアルSalesforce CRT-261試験問題 [更新されたのは2023年]：https://jp.fast2test.com/CRT-261-premium-file.html
無料CRT-261試験問題集には合格させるお手軽に試験合格：https://drive.google.com/open?id=1B3f0MrKx03NMcP1TF99MwEt60yzloyHO