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

出題：1

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

A. Digital Engagement Messaging

B. Chat for Web and In-App

C. Social Customer Service

D. Einstein Bo

正解：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：2

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A. Add more support phone lines.

B. Ask sales reps to respond to support Cases

C. Limit Customers to 5 Cases per day.

D. Provide a self-help Customer Community.

正解：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：3

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Lightning Flow for Service

B. Lead Assignment Rules

C. Queue-Based Routing

D. Skills-Based Routing

正解：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：4

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A. Field Service Lightning

B. Lightning Console

C. Employee Community

D. Salesforce Mobile App

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

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. Salesforce for Outlook

B. Web-to-Case

C. On-Demand Email-to-Case

D. Email-to-Case

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：6

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. Global Shared Macro

C. Personalised navigation menu

D. Actions & Recommendations component

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：7

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

C. Optimize the customer community for mobile devices to have access to the same support as desktops.

D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

E. Create a central "Contact Us" page which provides access to all available channels.

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)

出題：8

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Customize the Lightning Console chat page.

B. Customize the Pre-chat form.

C. Configure Lightning Guided Engagement.

D. Configure a Live Chat Validation Rule.

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：9

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

A. Service Console Macros

B. Path for Cases

C. Lightning Guided Engagement

D. Lightning Flow Component

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：10

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 Omni-Channel Supervisor to monitor agents' chat sessions.

B. Use skills-based routing in Salesforce Messaging.

C. Use Einstein Chat Insight to identify areas to improve.

D. Use an Einstein Bots Chat to handle common issues.

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)

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