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Salesforce CRT-261は、サービスクラウドコンサルタント向けに設計された認定試験です。この試験は、Salesforce Service Cloud Solutionsの構成と実装における候補者の知識とスキルをテストするように設計されています。試験では、コンタクトセンターの設計と実装、ケース管理の構成、知識管理の実装、他のサードパーティシステムとの統合など、サービスクラウドに関連するさまざまな側面をテストします。 Salesforce CRT-261試験は、徹底的な準備とサービスクラウドの詳細な理解を必要とする包括的な挑戦的な試験です。
質問 # 66
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Deletes posts
- B. Returns a link that returns a post with the same reference
- C. Tag another chatter user
正解：B
質問 # 67
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Prepare, Plan, Test, Validate, Execute
- C. Plan, Prepare, Execute, Test, Validate
正解：A
解説：
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
質問 # 68
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. Configure a Macro to close the duplicate case
- B. Change the Run Apex As User to a service agent profile.
- C. Establish Duplicate Rules to find similar cases.
- D. In Inbound Setting, set Enable Case Reopen to 3 days.
正解：D
解説：
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen
質問 # 69
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
正解：D
質問 # 70
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. Create a formula to build the macro logic around
- B. Add conditional logic to the instructions
- C. Add a formula block to the macro
- D. Add multiple ELSE IF blocks after the IF block
正解：A、C
質問 # 71
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case historical trending report type
- D. Create a report using the Case age report type
正解：A
解説：
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
質問 # 72
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with self-support
- B. Knowledge One with Article Recommendations
- C. Omni-Channel with Skills-Based Routing.
- D. Live Agent and Live Message
正解：C
解説：
Explanation
Omni-Channel with Skills-Based Routing is the recommended solution to meet the requirements of Cloud Kicks (CK). Omni-Channel is a feature that allows you to manage the distribution and prioritization of work items (such as cases, chats, leads, or orders) across different channels (such as voice, chat, social, email, video, and web) and agents. Skills-Based Routing is a type of routing model that assigns work items to agents based on their skills and skill levels. For example, an agent who is certified on a specific product line and trained in chat support can receive chat requests related to that product line. Omni-Channel with Skills-Based Routing can help CK provide support through multiple channels, ensure a consistent customer experience, and match work items with agent expertise. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Overview, Set Up Skills-Based Routing
質問 # 73
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Publish a Managed Package
- C. Manually re-create the Permission Sets
- D. Use a Change Set
正解：D
質問 # 74
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automatically assign cases to a specific queue based on the customer support level.
正解：A
質問 # 75
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case Chatter feed
- B. Case activity feed
- C. Social Post record
- D. Case notes related list
正解：C
質問 # 76
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
- A. Perform data cleaning
- B. Develop data map
- C. Normalize database
- D. Enable data validation rules
正解：A、B
質問 # 77
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Scheduled flow
- C. Apex Trigger
- D. Quick Action
正解：D
解説：
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
質問 # 78
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Heroku Connect
- C. Email-to-Case
正解：A
解説：
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.
質問 # 79
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Set up a sharing set to grant access based on the community member's contact record.
- B. Create a sharing rule to share the contact record with the community member.
- C. Change the org-wide default for cases and contacts internal access to private.
- D. Update the case assignment rule to add the community member to the predefined case team.
正解：A
解説：
Explanation
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
質問 # 80
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. Web-to-Case
- B. Email-to-Case
- C. AppExchange package
正解：B
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 # 81
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Deploy based on the number of trainers available
正解：A
質問 # 82
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce Knowledge
- B. Open CTI
- C. Salesforce for Twitter
- D. Live Agent
正解：A
質問 # 83
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
- A. Migrate parent cases first
- B. {0} Migrate parent and child cases together.
- C. Migrate child cases first.
正解：B
解説：
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.
質問 # 84
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users are assigned the Chat feature license.
- B. Verify that users are assigned the Chat user profile
- C. Verify that users have access to the Chat public group.
- D. Verify that users have access to the Chat buttons.
正解：A
解説：
Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses
質問 # 85
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dashboad folder sharing
- B. Case Object permissions set to create and read
- C. Org wide default for cases set to private
- D. Dynamic dashboards
正解：A、D
解説：
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.dashboards_folder_sharing.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
dashboards_dynamic.htm&type=5
質問 # 86
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show the number of cases for each tier and sort them by case owner.
- B. Create a case report to show all cases across tiers filtered by an escalation flag.
- C. Create an approval process to ensure only the appropriate cases get escalated.
- D. Create a custom trigger to generate history when cases get escalated between tiers.
正解：B
質問 # 87
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Attachments and .html files in Classic Knowledge are moved to the Files object.
- B. Approval process history migrate to Lightning Knowledge.
- C. Visualforce pages refer to Classic article types.
- D. Article numbers change during migration.
- E. Each article must be associated to a record type.
正解：A、B、E
質問 # 88
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Article Translation
- B. Chatter Answers
- C. Data Category Visibility
- D. Data Category Groups
正解：D
解説：
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business. Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
質問 # 89
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
- A. Slack Connect
- B. Einstein Bots
- C. Service GPT
正解：B
解説：
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
質問 # 90
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