Salesforce CRT-261テストエンジン練習テスト問題、試験問題集
100%無料CRT-261日常練習試験には200問があります
質問 # 60
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Partner Community Login
- B. Service Cloud Portal
- C. Customer Community Login
- D. High Volume Customer Portal
正解：B
質問 # 61
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.
- A. Create two article types to display information (Question/Answer, Product Info).
- B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- C. Create three article types for each product area (Personal Banking, Mortgage, CD).
- D. Create two data categories to display information (Question/Answer, Product Info).
正解：A、B
質問 # 62
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Case tabs with Account subtabs
- B. Account tabs with Case Subtabs
- C. Account tabs and Cases tab
- D. Account tab with Cases related list
正解：D
質問 # 63
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Salesforce Console
- B. Entitlements and Milestones
- C. Case Assignment
- D. Case Escalation
正解：B
質問 # 64
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 # 65
UC's 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 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Customer Chatter groups
- D. Email-to-Case
正解：D
質問 # 66
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Create a group of super users that will evaluate and manage articles.
- D. Send out a monthly survey to customers requesting feedback.
正解：B
質問 # 67
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. On Demand Email to Case
- B. Email to Case
- C. Web to Case
- D. Community
正解：B
質問 # 68
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. Enable the "History" component within the Salesforce Console for Service.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
正解：A
質問 # 69
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. Scheduled flow
- B. Apex Trigger
- C. Dynamic Form
- D. Quick Action
正解：D
質問 # 70
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. Migrate case data and deploy to all users at office
- B. Deploy based on the number of trainers available
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Deploy in phases using countries as pilots
正解：D
質問 # 71
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. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Add the Question action to Chatter in the community publisher.
正解：C、D
質問 # 72
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Data Categories with Custom Visibility.
- B. Define Topics for each Knowledge article.
- C. Define a Custom Field to identify the Subject.
- D. Define Article Types with Public Sharing Settings.
正解：B
質問 # 73
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reduces incoming call volume
- C. Uncovers gap in the knowledge base
- D. Replaces the need for an email channel
正解：B、D
質問 # 74
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Cross-sell promotions for agents
- C. Assignment of email to a case queue based on subject
- D. Field validation during case creation
- E. Decision-based troubleshooting for agents
正解：A、B、E
質問 # 75
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a task related to the article with a reminder set for the article start date.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Set the article publish date to automatically display the article on the start datE.
正解：D
質問 # 76
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