CRT-261試験無料問題集（199題）「Salesforce Certification Preparation for Service Cloud Consultant 認定」

出題：1

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

A. Satesforce

B. Knowledge Only User

C. Salesforce Platform

D. WDC Only User

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

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 Most Available.

B. Configure Case Assignment Rules to use Queues.

C. Configure Case Assignment Rules to use Users.

D. Configure Omni-Channel Routing Model as Least Active.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

A. Create Article Translation.

B. Create Synonym Groups.

C. Enable Suggested Articles.

D. Add Data Category Groups.

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to- Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

A. Use an auto-launched flow to capture details.

B. Use a new customer Path on Contact to capture details.

C. Use a global quick action to capture details.

D. Use Open CTI with Pop to flow to capture details.

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Create email templates with Knowledge Articles attached.

B. Add the Knowledge Component to the Service Console.

C. Add the Knowledge tab to the Console app.

D. Add the Suggested Article widget to the Case page layout.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

A. Custom lightning component

B. Omni channel

C. Social Conversation component

D. Appexchange solution

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A. Net promoter Score

B. customer satisfaction Survey

C. Customer Purchase History

D. Customer Support Requests

E. Service Level Agreement

正解：A,B,E 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：8

After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

A. Grant authors access to the FAQ records type

B. Add Authors to the FAQ data category

C. Set Article Or Wide to Public Read Write

D. Grant Authors acess to FAQ artcle type

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：9

What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

A. Log in as a user who is enabled for Omni-Channel access.

B. Change the owner to a queue associated with the routing configuration,

C. Enable Debug Omni Channel routing configuration in SttUp.

D. Open the record you want to route.

E. Open the Omni-Channel Supervisor tab.

正解：A,B,D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：10

Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

A. Total number of accound and contact records in the database

B. Work order and customer contact escalation requiements

C. Case closure rules on the original case

D. Accoun team relationship to the primary contact

E. Visibility and accesst to the work order records

正解：B,C,E 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

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