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

質問 1

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?

（A）Lightning Utility Bar

（B）Quick Text

（C）Macros

（D）Service Console

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

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

（A）Allow Comments on Knowledge articles.

（B）Implement Case Assignment Rules.

（C）Create a self-service Help Center.

（D）Enable Chat in an Experience Cloud site.

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 3

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self- service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

（A）Agents do not have access to the same Knowledge articles as customers.

（B）Self-service deflects easy cases, leaving more complex cases for agents.

（C）Customers must spend additional time registering for the portal.

（D）Customers are spending additional time searching for answers.

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

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

（A）On-Domand Emali-to-Case

（B）Apex Email Service

（C）Web-to-Case forms

（D）Standard Email-to-case

正解：A、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 5

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

（A）Global Search

（B）Search Utility Component

（C）Comments List View

（D）Comment Search Component

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

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

（A）Add the Knowledge tab to the Console app.

（B）Add the Suggested Article widget to the Case page layout.

（C）Add the Knowledge Component to the Service Console.

（D）Create email templates with Knowledge Articles attached.

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

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

（A）Add the knowledge tab to the service console

（B）Add knowledge data categories to each case

（C）Add the knowledge related list to the case record page

（D）Add knowledge component to case record page

正解：D 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

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

（A）Experience Cloud with Customer Account Portal template

（B）Field Service with Integrated Payments

（C）Service Cloud Voice with Tele-pay

（D）Einstein Bots with Credit Card Payments

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 9

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

（A）Outlook Integration

（B）Email-to-Case

（C）Web-to-Case

（D）On-Demand Email-to-Case

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

Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

（A）Customized case hovers

（B）Quick Actions added to the case page

（C）Actions and Recommendations component

（D）Macro to open related cases

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)

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

弊社を連絡する

関連リンク

トップ試験