[2024年更新]合格できるSalesforce CRT-261プレミアム資料テストエンジンPDFの無料問題集お試しセット
2024年最新のリアルCRT-261問題集テストエンジン試験問題はここにある
認定試験は、ケース管理、コンタクトセンター管理、サービスクラウド自動化、ナレッジマネジメント、およびサービスクラウド分析など、顧客サービスとSalesforce Service Cloudに関連する広範なトピックをカバーしています。候補者はこれらのトピックに精通し、実生活のシナリオに適用できる必要があります。
質問 # 19
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Studio Code and change sets
- D. Mass Transfer Records, change sets, and Visual Studio Code
正解：B
解説：
Explanation
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide
質問 # 20
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Validate, Execute, Test
- B. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
正解：B
解説：
The steps are as follows:
* Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
* Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
* Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
* Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
* Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]
質問 # 21
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer
- A. Create public groups with article managers and assign each group to specific publication states.
- B. Create publication teams with article managers and assign each team to specific publication states.
- C. Create public groups with article managers and assign each group to specific article actions.
- D. Create publication teams with article managers and assign each team to specific article actions.
正解：C
質問 # 22
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Social Customer Service
- B. Service Console
- C. Chat
- D. Messaging
正解：B、D
質問 # 23
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
- A. Case Resolution Time
- B. All Open Cases by Priority
- C. All Cases by Customer
正解：A
解説：
Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.
質問 # 24
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles with the lowest rating.
- B. Knowledge search query with no results.
- C. Number of knowledge articles in each data category.
- D. Knowledge articles created by call center agents.
正解：A、B
解説：
Explanation
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports
質問 # 25
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Create a central "Contact Us" page which provides access to all available channels.
正解：B、D、E
解説：
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
質問 # 26
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
- A. Report on agent feedback on articles
- B. Report on agent ratings on articles
- C. Report on articles followed in Chatter.
- D. Report on the articles attached in cases.
正解：B、D
質問 # 27
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Developer Pro sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
正解：A
質問 # 28
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Incident Management
- B. Video Support
- C. Workforce Engagement
- D. Self Service Knowledge
正解：A
解説：
Explanation
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview
質問 # 29
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?
- A. Email-to-Case
- B. Web-to-Case
- C. AppExchange package
正解：A
解説：
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
質問 # 30
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use an auto-launched flow to capture details.
- B. Use a global quick action to capture details.
- C. Use a new customer Path on Contact to capture details.
- D. Use Open CTI with Pop to flow to capture details.
正解：A
解説：
Explanation
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow
質問 # 31
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable web -to -case on their public website.
- B. Use a community template to set up their customer community.
- C. Add the Question action to Chatter in the community publisher.
- D. Enable Live Agent in their community to chat with an agent.
正解：B、C
質問 # 32
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 macro to send an email with the article to customer
- B. create an auto response rule to send the article to teh customer
- C. create a lightning email template to sned artilce to customer
- D. create a workflow email alert to send the artilce to the customer
正解：A
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 # 33
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Enable Work Orders.
- B. Create an Entitlement Process.
- C. Set up Milestones.
- D. Configure Service Contracts.
正解：B、C
解説：
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
質問 # 34
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Macros widget or utility must be added to the console.
- B. Users must use Lightning Experience.
- C. The Run Macros Action must be on the page layout.
- D. The Run Macros Permission must be granted to users.
- E. Publisher Actions used in the macros must be on the page layout.
正解：B、D、E
質問 # 35
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases closed Month-to-date
- B. All open cases by Channel
- C. All open Cases by Priority
- D. All Cases by Customer
- E. Case resolution time
正解：A、D、E
解説：
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview
質問 # 36
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
- A. Escalation Rules
- B. Path for Cases
- C. Einstein Next Best Action
正解：B
解説：
To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times.
質問 # 37
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Create a formula to build the macro logic around
- C. Add a formula block to the macro
- D. Add multiple ELSE IF blocks after the IF block
正解：A、C
解説：
Explanation
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
Adding a formula block to the macro is a solution that involves using formulas to calculate values or perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros
質問 # 38
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
- A. Configure the CTI Adapter.
- B. Add the utility bar to the app.
- C. Enable the Lightning Console.
正解：A
解説：
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
質問 # 39
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
- A. Manuallyre create the Permission sets
- B. Change set
- C. Create an Unmanaged package
- D. Publish a Managed package
正解：B
質問 # 40
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
- A. Manuallyre create the Permission sets
- B. Change set
- C. Create an Unmanaged package
- D. Publish a Managed package
正解：B
解説：
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users' functional access without changing their profiles. Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview
質問 # 41
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Display articles in Salesforce Answers.
- C. Display articles with HTML, images, and links.
- D. Publish articles to the Web using Salesforce Publisher.
正解：A、C
質問 # 42
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Salesforce CRT-261は、サービスクラウドプラットフォームを使用する際に個人の知識とスキルをテストするように設計された認定試験です。この試験は、顧客サービスとサポートの経験があり、Salesforce Service Cloudの使用に関する専門知識を実証したい人を対象としています。この認定は世界的に認識されており、IT業界で最も求められている認定の1つです。
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