CRT-261無料問題集「Salesforce Certification Preparation for Service Cloud Consultant」

質問 1

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

（A）Einstein Bots 27: B is correct answer

（B）Einstein Reply Recommendations

（C）Einstein Article Recommendations

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

（A）Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

（B）Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

（C）Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

（A）Implement Guidance for Success and Knowledge articles.

（B）Implement a third-party app from AppExchange.

（C）Implement flow orchestration with Work Guides

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

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 Messaging

（B）Einstein Service Replies

（C）Case Auto-Response Rule

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 5

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

（A）Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

（B）Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

（C）Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

（A）Agile

（B）Hybrid

（C）Waterfall

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 7

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

（A）Inform users that the only way to create articles is from the Knowledge component.

（B）Enable Read/Write/Create permissions for Knowledge articles.

（C）Add the Manage Salesforce Knowledge permission to the user's profile.

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 8

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

（A）Upload the files as Documents, then relate them to the migrated articles.

（B）Use the Lightning Knowledge Migration Tool and choose 'include files'.

（C）Use the Files Related List on each article to add files to the articles.

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 9

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

（A）Capacity Model

（B）Secondary Routing Priority

（C）Skills-Based Routing

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 10

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

（A）Configure a Case related list on the Product page layout.

（B）Configure a Case list view filtered by My Case Teams.

（C）Configure a Case list view filtered by My Cases.

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

CRT-261 無料問題集「Salesforce Certification Preparation for Service Cloud Consultant」

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