2025年02月実際に出るCRT-261試験問題集には正確で更新された問題 [Q92-Q116]

2025年02月実際に出るCRT-261試験問題集には正確で更新された問題

CRT-261試験問題集でPDF問題とテストエンジン

質問 # 92
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 # 93
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

A. Mark the messaging session as customer Inactive.
B. End the messaging session with the customer.
C. Leave the messaging session with the customer open.

正解：B

解説：
In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.

質問 # 94
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Create the data categories and set up the data category values.
B. Create the custom fields for the slide type
C. Set up the article actions and assign publishers to each action
D. Set up a zip file that contains the CSV, HTML, and image files.
E. Set the publication status of the article tame to draft status

正解：A、C、D

質問 # 95
What statement is true about the Salesforce Knowledge article lifecycle?

A. Articles CANNOT be published until they are reviewed and validated by a qualified author
B. Article permission sets allow agents to participate in the article publishing process
C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
D. Approval process CANNOT allow publishing of articles that have specific validation statuses

正解：B

質問 # 96
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Create a Process Builder with Scheduled Actions.
B. Configure Case Escalation Rules.
C. Establish Case Assignment Rules.
D. Define Case Auto-Response Rules.

正解：D

質問 # 97
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to specify unique service levels for each customer
B. Ability to prompt callers for the service contract number within IVR menus
C. Ability to enforce service levels with the time-dependent processes
D. Ability to determine if a customer has escalated a case in the past

正解：A、B

質問 # 98
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 Persona for Twitter and Facebook.
C. Social Media Marketing message tagging.
D. Social Customer Service for Twitter and Facebook.

正解：B

質問 # 99
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?

A. Maintenance Plans
B. Service Contracts
C. Milestones

正解：B

解説：
To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.

質問 # 100
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.

正解：A

解説：
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first- call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports

質問 # 101
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Omni-Channel Routing Model as Least Active.
B. Configure Case Assignment Rules to use Users.
C. Configure Case Assignment Rules to use Queues.
D. Configure Omni-Channel Routing Model as Most Available.

正解：C

解説：
Explanation
Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues

質問 # 102
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

A. Set the visibility to the data categories
B. Define article types with sharing settings
C. Utilize topic tags for each product type
D. Enable suggested artciels in the community

正解：C

解説：
Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5

質問 # 103
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Create an auto-launched flow.
B. Set a validation rule
C. Configuration a blocking duplicate rule
D. Enable Case Merge.

正解：A

質問 # 104
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. Apex Trigger
B. Dynamic Form
C. Quick Action
D. Scheduled flow

正解：C

解説：
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 # 105
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

A. A mashup integration on the Account page to a third-party mapping service
B. A Web Service call-out that retrieves map details from the backend system
C. An outbound message to a middleware platform to provide map details
D. A custom tab of type URL that displays a map image of customer location

正解：A

質問 # 106
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Web-to-Case
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules

正解：B

解説：
Explanation
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5

質問 # 107
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 Channel
C. All Cases closed Month-to-date
D. Case resolution time
E. All open Cases by Priority

正解：B、D、E

質問 # 108
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

A. Social Post record
B. Case Chatter feed
C. Case activity feed
D. Case notes related list

正解：A

解説：
Explanation
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified References: : Social Post Object

質問 # 109
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. Lightning Process Builder
B. Interaction Log
C. Path for Cases
D. Lightning Row for Service

正解：B、C

解説：
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide
& Tips, Use the Interaction Log Component, Set Up Path for Cases

質問 # 110
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Knowledge Action to Publish an Article once the Article is approved.
B. Data Category to assign an article record type to a Reviewer.
C. Approval Process that assigns an Article to a Reviewer Queue.
D. Validation Rules for article record types to verify all fields during creation.

正解：B、D

質問 # 111
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a daily snapshot report of all cases and calculate percentage of escalated cases
C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
D. Create a formula field on the case record to calculate percentage of escalated cases

正解：C

質問 # 112
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
C. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

正解：C

質問 # 113
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
B. An organization-wide default of Public Read/Write on the Case object.
C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
D. A sharing rule to ensure record access is granted based on criteria of the case.

正解：D

質問 # 114
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

A. Use an Einstein Bots Chat to handle common issues.
B. Use skills-based routing in Salesforce Messaging.
C. Use Einstein Chat Insight to identify areas to improve.
D. Use Omni-Channel Supervisor to monitor agents' chat sessions.

正解：C

解説：
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: : https://help.salesforce.
com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.snapins_chat_insights_setup.htm&type=5

質問 # 115
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers