Fast2test CRT-261リアル試験問題CRT-261練習問題集
厳密検証されたCRT-261試験問題集と解答で無料提供のCRT-261問題と正解付き
質問 # 100
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Enable the Support Process for default email templates
- B. Implement Quick Text
- C. Enable the support setting for default email templates
- D. Implement Email-To-Case
- E. Implement Macros
正解：B、C、E
質問 # 101
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields in the database.
- B. Elements can be used to update fields in the database.
- C. Only one version of a flow can be activated at a time.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to pass data to legacy systems.
正解：A、C、E
質問 # 102
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 by Customer
- B. All open Cases by Priority
- C. All Cases closed Month-to-date
- D. All open cases by Channel
- E. Case resolution time
正解：A、C、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 # 103
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Scrum
- B. Extremen Programming
- C. Lean Development
- D. Kanban
正解：D
解説：
Explanation
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified References: : Kanban Methodology
質問 # 104
Which advantage does Salesforce provide with the OpenCTI framework?
- A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
- C. Developers can Integrate with any telephony platform available with minimal need for customization.
正解：A
解説：
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.
質問 # 105
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Interaction Log
- B. Path for Cases
- C. Lightning Row for Service
- D. Lightning Process Builder
正解：A、C
質問 # 106
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Add Data Category Groups.
- C. Create Article Translation.
- D. Enable Suggested Articles.
正解：D
質問 # 107
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create an agent profile for each channel grouping.
- D. Create a unique case page layout for each channel grouping.
正解：D
質問 # 108
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 consultant recommend to address this problem?
- A. Define Case Escalation Rules
- B. Configure Process Builder
- C. Create a Case Macro
- D. Activate a Validation Rule
正解：C
質問 # 109
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. Customers must spend additional time registering for the portal.
- C. Self-service deflects easy cases, leaving more complex cases for agents.
- D. Agents do not have access to the same Knowledge articles as customers.
正解：C
解説：
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
質問 # 110
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Enable Omni-Channel Case assignment
- C. Configure a Visual Flow Troubleshooting Action
- D. Implement Lightning Guided Engagement
正解：D
解説：
Explanation
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement
質問 # 111
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Add a Visualforce page to the Case layout
- B. Create Salesforce Classic Quick Action
- C. Configure the Case highlights panel
- D. Configure Case Feed page layouts
正解：D
質問 # 112
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Experience Cloud site
- C. Web-to-CaM
- D. Embedded Chat Service
正解：D
解説：
Embedded Chat Service is the feature that a consultant should recommend to meet the requirement of letting customers interact real-time with support agents from their computers and mobile devices. Embedded Chat Service is a feature that allows you to add a chat widget to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on the chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: [Service Cloud Consultant Certification Guide & Tips], Embedded Chat Service Overview
質問 # 113
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
- A. Create SF cases to have omni channel enabled
- B. customize service channel settings to define how the org receives work various sources
- C. create the necessary objects in SF
- D. From setup select omnichannel and select enable omni channel
正解：B
解説：
Explanation
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5
質問 # 114
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
- A. Case assignment rules
- B. Omni-Channel
- C. Case team
正解：B
解説：
To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.
質問 # 115
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use escalation rules to assign the case to a case queue
- B. Use auto-response rules to send an email to the customer
- C. Use assignment rules to assign the case to a case queue
- D. Use workflow rules to send an email to the customer
正解：D
質問 # 116
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Customer Engagement Score
- B. Net Promoter Score
- C. Service-Level Measure
- D. Customer Satisfaction
正解：B
質問 # 117
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Case Escalation Rules
- B. Einstein Case Routing
- C. Omni-Channel Supervisor
- D. Screen Flow
正解：C
解説：
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_flags.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_messages.htm&type=5
質問 # 118
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. Average call handle time by team
- B. Number of IVR inquiries without agent involvement
- C. Number of cases closed by a self-service user
- D. Number of cases created using portal
正解：C、D
質問 # 119
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Enable Ideas in a Service Cloud portal.
- C. Enable Knowledge in a Service Cloud portal.
- D. Create auto response templates for emails.
正解：C、D
質問 # 120
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles followed in Chatter
- B. Report on agent feedback on articles
- C. Report on the articles attached to cases
- D. Report on agent ratings on articles
正解：C、D
質問 # 121
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
- A. Salesforce Chat
- B. OmniStudio
- C. Case auto-response rule
正解：A
解説：
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
質問 # 122
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. Salesforce Platform
- B. WDC Only User
- C. Knowledge Only User
- D. Satesforce
正解：C
解説：
Explanation
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 # 123
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. 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.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- 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. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
正解：C
質問 # 124
......
Salesforce CRT-261試験の準備には、多大な時間と努力が必要です。候補者は、Salesforceプラットフォームとそのさまざまな機能、およびサービスクラウドの実装のベストプラクティスについて徹底的に理解している必要があります。多くの候補者は、正式なトレーニングコースや学習プログラムに登録して試験の準備をすることを選択しますが、他の人はオンラインリソースや練習問題を使った自己学習を選択することもあります。準備方法に関係なく、Salesforce CRT-261試験に合格することは、新しいキャリアの機会や職業上の成長の扉を開く重要な成果です。
無料でゲット！高評価Salesforce CRT-261試験問題集を今すぐダウンロード！：https://jp.fast2test.com/CRT-261-premium-file.html
あなたを合格させるCRT-261無料最新問題集でSalesforce練習テスト：https://drive.google.com/open?id=1B3f0MrKx03NMcP1TF99MwEt60yzloyHO