Salesforce CRT-261認定試験問題集には179練習テスト問題があります [Q40-Q65]

Salesforce CRT-261認定試験問題集には179練習テスト問題があります

最新CRT-261試験問題集には高得点で一発合格

Salesforce CRT-261は、サービスクラウドの分野でのスキルと知識を検証したい専門家向けに設計された認定試験です。この認定試験は、Service Cloud Solutionsの実装に豊富な経験があり、この分野での専門知識を検証することを検討している個人を対象としています。この試験に合格することにより、候補者は、クライアントのニーズを満たすサービスクラウドソリューションを設計および実装する能力を実証できます。

質問 # 40
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 Omni-Channel Routing Model as Least Active.
D. Configure Case Assignment Rules to use Users.

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 # 41
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A. Account team relationship to the primary contact
B. Total number of account and contact records in the database
C. Case closure rules on the original case
D. Work order and customer contact escalation requirements
E. Visibility and access to the work order records

正解：C、D、E

質問 # 42
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. Account tab with Cases related list
B. Account tabs with Case Subtabs
C. Account tabs and Cases tab
D. Case tabs with Account subtabs

正解：B

解説：
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]

質問 # 43
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A. Custom related list
B. Customer view of case tab
C. Custom Visual force page
D. Custom report

正解：C

質問 # 44
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 daily snapshot report of all cases and calculate percentage of escalated cases
B. Create a bucket field on a report to calculate the percentage of escalated cases
C. Create a formula field on the case record to calculate percentage of escalated cases
D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

正解：D

質問 # 45
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Service Console Profile Assignments
B. Service Console Knowledge Components
C. Data Categories and Article Actions
D. Data Categories and Article Types

正解：B、D

質問 # 46
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A. Escalation rules
B. Apex trigger
C. Quick Action

正解：C

解説：
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.

質問 # 47
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A. Server hardware infrastructure rebuilds
B. Periodic maintenance windows
C. Highly available telecom solution
D. System software restore after an outage

正解：B、C

質問 # 48
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Automatic call distribution
B. Knowledge base
C. Service cloud console
D. Customer community

正解：B、D

解説：
Explanation
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview

質問 # 49
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. Case Assignment Rules
D. Customer Community

正解：B

質問 # 50
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

A. Salesforce Console for Service
B. Process Builder
C. Auto launch flow
D. Visualforce custom page Questions & Answers PDF Page 6

正解：A

解説：
Explanation
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed-based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_feed_based_layouts.htm&type=5

質問 # 51
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

A. Filter or Cosed When Created equals true
B. Filter where Closed Date equals Created Date
C. Filter on Status equals Ctosea Resolved
D. Filter where Dete/Time Opened equals Created Date

正解：A

解説：
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5

質問 # 52
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Develop data map
B. Perform data cleaning
C. Normalize database
D. Enable data validation rules

正解：A、B

質問 # 53
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. Create a Validation Rule.
B. Create an action on Case,
C. Create a Case Macro.

正解：C

解説：
To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight.

質問 # 54
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?

A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger

正解：A

質問 # 55
Which two configuration steps are required before quick actions can be used in Macros?

A. The specific quick action must be added to the case Feed.
B. Global Actions needs on the publisher layout.
C. Quick Actions must be enabled in the org.
D. The specific quick action must be added to the case record Type.

正解：A、C

質問 # 56
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

A. Integrate with an enterprise resource planning system.
B. Develop and publish a knowledge management system
C. Configure Visual Flows on Salesforce mobile.
D. Implement Field Service Lightning.

正解：A

質問 # 57
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

A. Live Agent and Live Message
B. Knowledge One with Article Recommendations
C. Experience Cloud with self-support
D. Omni-Channel with Skills-Based Routing.

正解：D

質問 # 58
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Improve the training provided to existing agents
B. Track social sentiment across social media outlets
C. Configure entitlements and milestones to enforce SLAs
D. Hire more agents for the contact centers

正解：A、D

質問 # 59
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. Create a Case Macro
C. Configure Process Builder
D. Activate a Validation Rule

正解：C

質問 # 60
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A. Use Twitter-to-Case and add workflow rules to the case object
B. Use the routing queues provided with Salesforce for Twitter and Facebook
C. Enable social profile and add assignment rules to the case object
D. Enable social profile and add workflow rules to the contact object

正解：C

質問 # 61
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. Kanban
B. Extremen Programming
C. Lean Development
D. Scrum

正解：C

質問 # 62
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A. Developers can embed API calls and processes on web pages to automate call handling processes.
B. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
D. Developers can integrate with any telephony platform available with little to no need for customization.

正解：A、C

質問 # 63
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?