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

質問 1

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

（A）Omni-Channel routing

（B）Case escalation

（C）Swarming

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

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?

（A）Case Management

（B）Entitlements

（C）Service Contracts

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 3

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

（A）Keep all cases open in tabs.

（B）Add History to the Utility bar.

（C）Create a custom dashboard.

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 4

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

（A）Create an HTML file for each rich text area field.

（B）Modify the import parameters to specify HTML encoding.

（C）Change the HTML format first to support subfields.

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 5

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）Number of Knowledge articles attached to Cases

（B）Knowledge articles with the most revisions

（C）Knowledge articles with the highest ratings

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 6

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）Apex trigger

（B）Escalation rules

（C）Quick Action

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 7

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?

（A）Salesforce Big Object

（B）Salesforce Case History Object

（C）Salesforce connect

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 (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 9

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

（A）Support Types

（B）Support Processes

（C）Approval Processes

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

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

（A）Request that the VP of worldwide support design a standard report template to provide a clear vision,

（B）Assign a global team of experienced analysts to create a standard report template.

（C）Ask leadership, management, and agents in all regions to vote on the standard report template.

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 11

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?

（A）Use child Cases to interact with the partner.

（B）Use Slack for Service for Case Swarming.

（C）Send Email Quick Action to loop in the stakeholders.

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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