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

出題：1

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

A. Configure Web-to-Case.

B. Implement Recommended Articles.

C. Deploy a Partner Central Community.

D. Create a Customer Experience Cloud site.

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

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?

A. Social Customer Service for Twitter and Facebook.

B. Einstein Bot social queues.

C. Social Media Marketing message tagging.

D. Social Persona for Twitter and Facebook.

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：3

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the Case Age report type.

B. Create a report using the Case Snapshot report type.

C. Create a report using the Case Historical Trending report type.

D. Create a report using the Case Lifecycle report type.

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：4

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：5

Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

A. Experience Cloud site

B. Embedded Chat Service

C. Case Assignment Rules

D. Web-to-CaM

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

AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

A. Case Chatter feed

B. Social Post record

C. Case activity feed

D. Case notes related list

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：7

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A. Set up Email-to-Case.

B. Add additional agents to lower average hold time.

C. Simplify the interactive voice response (IVR) tree.

D. Use Assignment rules and case queues.

正解：B,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：8

universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

A. Set the visibility to the data categories

B. Enable suggested artciels in the community

C. Define article types with sharing settings

D. Utilize topic tags for each product type

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：9

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：10

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. Both Service Reps can chat with the customer

B. The Customer doesn't know they were transferred

C. The Customer is shown the new Rep's name

D. The chat transcripts and case are transferred

正解：C,D 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」