CRT-261テスト問題練習試そう！2024年に更新された200問あります
更新された2024年01月プレミアムCRT-261試験エンジンPDFで今すぐダウンロード！無料更新された200問あります
Salesforce CRT-261（Service Cloudコンサルタントの認定準備）試験は、Salesforce Service Cloudソリューションの実装と構成における専門知識を証明したいプロフェッショナル向けの認定試験です。この試験は、Salesforce Service Cloudに関する経験を持ち、この分野における知識と技能を検証したいコンサルタント、管理者、および開発者を対象としています。この試験は、ケース管理、サービスコンソールのカスタマイズ、他のSalesforce製品との統合など、Service Cloud実装に関連するさまざまなトピックをカバーしています。
Salesforce CRT-261（Service Cloudコンサルタントの認定準備）認定試験は、Salesforce Service Cloudを使用して顧客サービスソリューションを実装および管理する専門家が自分の専門知識を証明するために設計されています。この認定は、サービスクラウドコンサルタント、カスタマーサービスマネージャー、またはシステム管理者として働く個人に最適です。
Salesforce CRT-261試験では、サービスクラウドオートメーション、サービスコンソール、電子メール統合、ケース管理、サービスクラウド分析など、サービスクラウドに関連するさまざまな分野での候補者の知識をテストします。候補者は、機能、機能、機能など、Salesforceプラットフォームを完全に理解する必要があります。また、顧客の要件を満たすサービスクラウドソリューションを実装する経験が必要です。
質問 # 60
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Deploy Pre-Chat form
- B. Configure LiveMessage
- C. Create quick actions
- D. Activate quick test
正解：A、D
質問 # 61
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Define Entitlement and Milestones.
- B. Use Process Builder with Scheduled Actions
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
正解：A
質問 # 62
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. Case Skills-based Assignment Rules
- B. Omni-channel Queue-based routing
- C. Chat Queue-based routing
- D. Omni-channel Skills-based routing
正解：B
質問 # 63
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure a Live Chat Validation Rule.
- C. Configure Lightning Guided Engagement.
- D. Customize the Lightning Console chat page.
正解：A
質問 # 64
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. A knowledge article life cycle that evolves based on usage and demand
- D. Reduced issue resolution time
正解：A、D
質問 # 65
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts, contacts, cases, users
- B. Accounts cases, users, contacts
- C. Users, contacts, accounts, cases
- D. Users, accounts, contacts, cases
正解：D
質問 # 66
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Plan and communicate the deployment to all users of the organization in advance.
- B. Migrate a test deployment to a staging environment for a smoother real-life experience.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
正解：A、B、C
質問 # 67
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Live Agent
- B. Web -to -Case
- C. Customer Community
- D. Knowledge Base
- E. Chatter Answers
正解：C、D、E
質問 # 68
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Knowledge.
- B. Implement Customer Communities with Content.
- C. Implement Partner Communities with Knowledge.
- D. Implement Employee Communities with Content.
正解：A
質問 # 69
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Implement Recommended Articles.
- B. Deploy a Partner Central Community.
- C. Configure Web-to-Case.
- D. Create a Customer Experience Cloud site.
正解：A
質問 # 70
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- D. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
正解：B
質問 # 71
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers
- A. Enable and configure wildcards for article searches
- B. Set up an intuitive Data Category hierarchy
- C. Require that an article be added when closing a case
- D. Restrict the Manage Articles user permission
正解：A、C
質問 # 72
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers are spending additional time searching for answers.
- B. Self-service deflects easy cases, leaving more complex cases for agents.
- C. Agents do not have access to the same Knowledge articles as customers.
- D. Customers must spend additional time registering for the portal.
正解：B
質問 # 73
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 closed cases
- C. Number of attempts to contact
- D. Number of lead referrals
正解：A、C
質問 # 74
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Quick Text
- B. Lightning Guided Engagement
- C. Visual Workflow
- D. Macros
正解：A、D
質問 # 75
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Einstein Bot social queues.
- B. Social Media Marketing message tagging.
- C. Social Customer Service for Twitter and Facebook.
- D. Social Persona for Twitter and Facebook.
正解：C
質問 # 76
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Prepare, Plan, Validate, Execute, Text
- B. Plan, Prepare, Validate, Execute, Text
- C. Prepare, Plan, Text, Execute, Validate
- D. Plan, Prepare, Test, Execute, Validate
正解：D
質問 # 77
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Knowledge base
- B. Automatic call distribution
- C. Service cloud console
- D. Customer community
正解：A、D
質問 # 78
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Deduplicate the data before importing into SF
- B. Standardize all rows to match salesforce data types
- C. Install data quality analysis dashboards from the appexchange
- D. Import the records and use duplicate management
- E. Import records and cretae a a worflow rule to change the data type
正解：A、B、C
質問 # 79
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based profiles to the associated product data category value
正解：C
質問 # 80
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Configure flow Builder /Process Builder
- B. Activate a validation rule
- C. Create a Case Macro
- D. Define case escalation rules
正解：A
質問 # 81
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Build a repository of Knowledge articles related to integration and share it with the customer.
- B. Create a related child case and assign the child case to the product development team.
- C. Enable Chatter case feed and add product development team members to the case team.
- D. Create a private Chatter group with customers and invite key individuals to join the group.
正解：D
質問 # 82
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Live Agent Queue-based routing
- C. Omni-channel Skills-based routing
- D. Omni-channel Queue-based routing
正解：B
質問 # 83
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. Chat
- B. Service Console
- C. Social Customer Service
- D. Messaging
正解：B、D
質問 # 84
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