100%更新されたのはSalesforce CRT-261限定版PDF問題集
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Salesforce CRT-261は、認定サービスクラウドコンサルタントになろうとしている個人の知識とスキルをテストするために設計された認定試験です。この試験は、サービスクラウドの実装、構成、およびカスタマイズに関する候補者の知識を評価するように設計されています。これは、ケース管理、コンタクトセンター統合、ナレッジマネジメント、サービスクラウド分析など、幅広いトピックをカバーする包括的な試験です。
質問 # 108
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Social Customer Service.
- B. Integrate Facebook to its existing Customer Community.
- C. Enable Salesforce social profile on contacts.
- D. Create a Lightning Platform app for Facebook monitoring.
正解：C
質問 # 109
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders.
CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
- A. Create or Apex Trigger to assign the Entitlement Process to Work Order.
- B. Work Orders created from a Case automaticallv inherit the Entitlement Process
- C. Assign the WorV Order to the same Case as the Entitlement Process.
- D. Set up separate Entitlement Process for Case and Work Order
正解：B
解説：
This is the recommended configuration to meet the requirements, because it simplifies the setup and ensures consistency between Case and Work Order entitlements. When a Work Order is created from a Case that has an Entitlement Process, the Work Order automatically inherits the same Entitlement Process as the Case. This means that CK does not need to create separate Entitlement Processes for Case and Work Order, or use triggers or workflows to assign them. Verified References: : Work Orders and Entitlement Processes
質問 # 110
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
- A. Implement Skills-Based Routing.
- B. Implement Queue-Based Routing
- C. Implement Einstein Article Recommendations.
正解：A
解説：
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.
質問 # 111
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Field Service with Integrated Payments
- C. Experience Cloud with Customer Account Portal template
- D. Service Cloud Voice with Tele-pay
正解：C
質問 # 112
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Contact Request
- B. omni Channel
- C. Mobile Connect
- D. Field Service
正解：D
解説：
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer's problem via the call center. Verified References: Service Cloud Consultant Certification Guide & Tips, Field Service Overview
質問 # 113
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
- A. Migrate the data to a data lake and request a dashboard.
- B. Create reports from Cases and display on a dashboard.
- C. Use Einstein Analytics for Service Cloud,
正解：C
解説：
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.
質問 # 114
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Email-to-Case
- C. Case submitted using chat
- D. Web-to-Case
正解：A
質問 # 115
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Create a self-service Help Center.
- B. Implement Case Assignment Rules.
- C. Allow Comments on Knowledge articles.
- D. Enable Chat in an Experience Cloud site.
正解：A
解説：
Explanation
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center
質問 # 116
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of outbound calls per day
- B. Number of attempts to contact
- C. Number of closed cases
- D. Number of lead referrals
正解：A、B
質問 # 117
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Configure a chat validation rule
- B. Customize the lightning console chat page
- C. Customize the pre chat form
- D. ConfigureLightningGuided Engagement
正解：C
解説：
Explanation
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms
質問 # 118
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. First call resolution
- B. Average days to close
- C. Average handle time
- D. Abandon rate
正解：A、D
質問 # 119
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Remove Apex code references to the ArticleType field.
- B. Rename the Visualforce page to "Lightning Knowledge"
- C. Remove Apex code references to the Article RecordType field.
- D. Configure the Visualforce page to use the Lightning Design System.
正解：B、D
質問 # 120
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?
- A. WDC Only User
- B. Salesforce Platform
- C. Knowledge Only User
- D. Satesforce
正解：C
解説：
Knowledge Only User is the recommended license for the specialists who will create and manage knowledge articles in Salesforce. Knowledge Only User is a user license that allows users to access and use Salesforce Knowledge, but not other standard Salesforce objects or features. Knowledge Only User is a cost-effective license for users who only need to work with knowledge articles. Verified References: : https://help.salesforce.
com/s/articleView?id=sf.users_license_types_available.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.users_license_types_knowledge.htm&type=5
質問 # 121
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Customer Portal
- C. Self Service Portal
- D. Chatter feeds
正解：D
質問 # 122
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
- A. Omni-Channel Supervisor tab
- B. Omni-Channel Utility component
- C. Omni-Channel Analytics
正解：A
解説：
The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.
質問 # 123
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Create a screen-based flow accessible from the Experience site and internaly.
- C. Post a web to case form on the site and assign the case to the specialist for completion.
- D. Use email to case for the client to submit the relevant information to the specialist.
正解：B
解説：
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.flow_concepts_screenelement.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
flow_distribute_overview.htm&type=5
質問 # 124
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Number of cases created using portal
- C. Number of IVR inquiries without agent involvement
- D. Average call handle time by team
正解：A、B
質問 # 125
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app in developer org and use an unmanaged package to deploy to production.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
正解：D
解説：
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified References: Service Cloud Consultant Certification Guide
& Tips, Sandbox Overview, Change Sets Overview
質問 # 126
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
正解：B
質問 # 127
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
- A. create a workflow email alert to send the artilce to the customer
- B. create a lightning email template to sned artilce to customer
- C. Create a macro to send an email with the article to customer
- D. create an auto response rule to send the article to teh customer
正解：C
解説：
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
質問 # 128
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Salesforce CRT-261公式認定ガイドPDF：https://jp.fast2test.com/CRT-261-premium-file.html
無料Salesforce Service Cloud Consultant CRT-261公式認定ガイドPDFダウンロード：https://drive.google.com/open?id=1B3f0MrKx03NMcP1TF99MwEt60yzloyHO