合格させるCRT-261試験一発合格保証100%カバー率でリアル試験問題 [2024年06月]
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質問 # 17
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Provide additional training on tools and process
- B. Allow shift trading between agents
- C. Extend benefits to part-time agents
- D. Mix telephony interactions with email and chat
正解：B、C
質問 # 18
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Automatic Call Distributor (ACD)
- B. Entitlements
- C. Workflow Management (WFM)
- D. Chat log history
- E. Interactive Voice Response (IVR)
正解：A、C
質問 # 19
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. Send out a monthly survey to customers requesting feedback.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
正解：B
解説：
Explanation
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified References: Knowledge Base Dashboards and Reports
質問 # 20
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Data Import Wizard
- B. Change Sets
- C. Data Loader
- D. Mass Transfer Records
正解：B、C
解説：
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5
質問 # 21
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Cross-Object Formula
- B. Auto-Add Milestones
- C. Approval Process
- D. Lookup Filter
正解：D
解説：
Explanation
A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters
質問 # 22
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 tab with Cases related list
- C. Account tabs with Case Subtabs
- D. Account tabs and Cases tab
正解：B
質問 # 23
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. Path for Cases
- B. Lightning Process Builder
- C. Interaction Log
- D. Lightning Row for Service
正解：C、D
質問 # 24
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?
- A. Utilize MuleSoft to integrate the systems.
- B. Utilize an AppExchange integration package.
- C. Utilize Apex with integrated External Objects.
正解：A
解説：
MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems.
質問 # 25
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
- A. Knowledge articles with the highest ratings
- B. Knowledge articles with the most revisions
- C. Number of Knowledge articles attached to Cases
正解：C
解説：
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.
質問 # 26
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Omni-Channel Utility widget
- B. Actions & Recommendations component
- C. Global Shared Macro
- D. Personalised navigation menu
正解：A
質問 # 27
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Salesforce for Outlook
- C. Email-to-Case
- D. Web-to-Case
正解：C
質問 # 28
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Lightning Knowledge
- B. Macros
- C. Visual Workflow
- D. Process Builder
正解：D
質問 # 29
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. Employee Community
- C. Partner Community
- D. Company Community
正解：A
質問 # 30
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Workforce management
- C. Skills -based routing
- D. Interactive voice response
正解：C
質問 # 31
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Knowledge on a portal
- B. Leverage Live Agent for web-based chat
- C. Implement Service Cloud console to support agents
- D. Enable service contracts and entitlements
正解：A、B
質問 # 32
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
- A. Case History related list
- B. Activity analytics tab
- C. Actions & Recommendations component
正解：C
解説：
To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.
質問 # 33
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views.
- B. Filter the views by case owner.
- C. Restrict visibility of the views.
- D. Reduce the number of fields displayed.
正解：B、D
解説：
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
質問 # 34
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. The Approval Process will automatically Publish.
- B. Set the final approval action to "Lock the record for editing".
- C. Agents must click Publish after the Approval Process.
- D. Approve articles from the Knowledge approval page to Publish.
正解：C
質問 # 35
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 Case Assignment Rules to use Queues.
- B. Configure Omni-Channel Routing Model as Most Available.
- C. Configure Case Assignment Rules to use Users.
- D. Configure Omni-Channel Routing Model as Least Active.
正解：A
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 # 36
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Salesforce CRMは、世界で最も広く使用されている顧客関係管理プラットフォームの1つです。あらゆる規模の企業が顧客のやり取りを管理し、販売プロセスを自動化し、運用を合理化できるように設計されています。 Salesforceは、この分野でスキルと知識を開発したい専門家にさまざまな認定を提供します。これらの認定の1つは、Salesforce CRT-261：Service Cloud Consultantの認定準備です。
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