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 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：2

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

A. Define a custom List View.

B. Keep all open in tabs.

C. Add History to the Utility bar.

D. Use a second Console session.

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

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

A. Create a page layout for each record type; assign layouts to service agents.

B. Create a permission set for each record type; assign permissions to service agents.

C. Create an article action for each record type; assign record types to service agents.

D. Create a data category for each product; assign data categories to service agents.

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

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)

出題：5

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. Visualforce custom page Questions & Answers PDF Page 6

B. Salesforce Console for Service

C. Process Builder

D. Auto launch flow

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 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：7

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access based on criteria of the article.

B. Create separate data category groups for each division and assign the category to a division profile.

C. Create a sharing rule for each division to provide access using the role hierarchy.

D. Create a single data category group for each division and provide access using the role hierarchy.

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：8

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Configure a chat validation rule

B. Customize the lightning console chat page

C. ConfigureLightningGuided Engagement

D. Customize the pre chat form

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 needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

A. Experience Cloud Create Case Form

B. Web-to-Case

C. On-Demand Email-to-Case

D. Contact Request Flow

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

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)

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