[2024年05月07日] 実際のCRT-261試験問題集は2024年最新のSalesforce練習試験合格させます
2024年最新の実際にあるCRT-261問題集テストエンジン試験問題はここにある
質問 # 74
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Omni-Channel Routing Model as Most Available.
- B. Configure Case Assignment Rules to use Queues.
- C. Configure Case Assignment Rules to use Users.
- D. Configure Omni-Channel Routing Model as Least Active.
正解：B
解説：
Explanation
Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues
質問 # 75
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Live Agent
- B. Customer Community
- C. Knowledge Base
- D. Web -to -Case
- E. Chatter Answers
正解：B、C、E
質問 # 76
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
- A. Add the Account object to Recent Items utility.
- B. Mention the case number in a Chatter group.
- C. Include the History utility in the console app.
正解：B
解説：
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.
質問 # 77
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create an article action for each record type; assign record types to service agents.
- D. Create a page layout for each record type; assign layouts to service agents.
正解：A
解説：
Explanation
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
質問 # 78
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Add more support phone lines.
- C. Limit Customers to 5 Cases per day.
- D. Ask sales reps to respond to support Cases.
正解：A
質問 # 79
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. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Enable web -to -case on their public website.
- D. Use a community template to set up their customer community.
正解：A、D
質問 # 80
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
- A. Chat with an agent
- B. Knowledge base
- C. Email-to-Case
正解：B
解説：
To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.
質問 # 81
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat user profile.
- B. Verify that users are assigned the chat feature license.
- C. Verify that users have access to the chat buttons.
- D. Verify that users have access to the chat public group.
正解：B
質問 # 82
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?
- A. The Lightning page contains the Run Macros action.
- B. All users have permission to create macros.
- C. Publisher actions are on the page layout.
正解：A
解説：
When evaluating the use of macros to provide a consistent service experience, ensuring that the Lightning page layout includes the Run Macros action is a prerequisite. This enables agents to easily execute macros directly from the case record, streamlining repetitive tasks and enhancing service efficiency.
質問 # 83
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Auto launch flow
- C. Visualforce custom page Questions & Answers PDF Page 6
- D. Salesforce Console for Service
正解：D
解説：
Explanation
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed-based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_feed_based_layouts.htm&type=5
質問 # 84
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Customer is shown the new Representative's Name
- B. Both Service Reps can chat with the Customer.
- C. The Chat Transcript and Case are transferred.
- D. The Customer does not know they were transferred.
正解：A、C
質問 # 85
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to customize their user interface
- B. Allows customers to search a knowledge base.
- C. Allows customers the ability to collaborate
- D. Allows customers to customize reports and dashboards
正解：B、C
質問 # 86
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Rewarding learning, collaboration, sharing and improving.
- B. Developing a knowledge base on the experience of an individual
- C. Creating content as a result of solving issues
- D. Evolving content-based product lifecycles
正解：A、C
質問 # 87
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. A Process Builder
- B. Workflow
- C. Assignment rule
- D. Validation rule
正解：A
質問 # 88
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Approval process CANNOT allow publishing of articles that have specific validation statuses
- B. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- C. Articles CANNOT be published until they are reviewed and validated by a qualified author
- D. Article permission sets allow agents to participate in the article publishing process
正解：D
質問 # 89
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
正解：C
質問 # 90
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?
- A. Build a joined report.
- B. Build a custom report type.
- C. Build a dashboard.
正解：B
解説：
Creating a custom report type allows for more flexibility in reporting by combining different objects and their relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom report type to specifically analyze customers with Service Contracts and their associated entitlements, providing insights into support offerings and potential adjustments.
質問 # 91
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To automate business processes for agents who troubleshoot customer support issues via phone.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To assign follow-up tasks to an agent one week after a case is closed.
正解：B
質問 # 92
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure Assignment Rules based on Case Priority.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Success, Warning, and Violation Actions for Milestones.
正解：A、B
質問 # 93
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use an assignment rule to assign new cases to the product manager
- B. Use Chatter case feed and case teams to monitor cases
- C. Use an escalation rule to move cases into the product manager queue
- D. Use a workflow rule to send an email to the product manager
正解：D
質問 # 94
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide information planning planned maintenance
- B. To provide best practices for continuity plans
- C. To provide online security threat information
- D. To provide live and historical data on system performance
- E. To provide live support for system and data backup
正解：A、C、D
質問 # 95
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Open cases by reason.
- B. Cases created by type.
- C. Case volume by channel.
- D. Average case stage duration.
正解：D
質問 # 96
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Salesforce CRT-261試験は、105分以内に完了する必要がある60の複数選択質問で構成されています。試験に合格した候補者には、Salesforce Certified Service Cloud Consultant認定が授与されます。認定は2年間有効であり、さらなるトレーニングを完了するか、再成進さの試験を受けることで更新できます。 Salesforce Certified Service Cloud Consultantsは非常に人気のある専門家であり、認定は幅広いキャリアの機会を開くことができます。
更新された問題を提供していますCRT-261問題集PDF：https://jp.fast2test.com/CRT-261-premium-file.html
更新された公式問題CRT-261認定にはCRT-261問題集PDF：https://drive.google.com/open?id=16PuYHFFuqwdYiAGpaZBSm4kwyvpj_40x