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

質問 1

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

（A）Field Service

（B）Incident Management

（C）Visual Remote Assistant

（D）Workforce Engagement

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 2

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?

（A）Consolidate into 3 or fewer category groups.

（B）Reorganize Into a hierarchy with 6 or fewer levels.

（C）Organize up to 200 categories in each category group.

（D）Assign up to 10 data categories per category group to each article.

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 3

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 Media Marketing message tagging.

（B）Social Customer Service for Twitter and Facebook.

（C）Einstein Bot social queues.

（D）Social Persona for Twitter and Facebook.

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

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)

質問 5

Which three are characteristics of Visual Workflow? Choose 3 answers

（A）Only one version of a flow can be activated at a time.

（B）Elements can be used to pass data to legacy systems.

（C）Elements can be used to update fields in the database.

（D）Apex code must be used to update fields in the database.

（E）Apex code must be used to pass data to legacy systems.

正解：A、B、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 6

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

（A）Both Service Reps can chat with the Customer.

（B）The Customer does not know they were transferred.

（C）The Customer is shown the new Representative's Name

（D）The Chat Transcript and Case are transferred.

正解：C、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 7

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

（A）Chatter Answers

（B）Contracts and SLASs

（C）Cases

（D）Contacts

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 8

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

（A）Employee Community

（B）Lightning Console

（C）Field Service Lightning

（D）Salesforce Mobile App

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 9

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

（A）Standard Web-to-Case with assignment rules

（B）Standard Email-to-Case with assignment rules

（C）Omni-Channel with prioritized queues

（D）Lightning Email with web routing prioritization

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 10

Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?

（A）Prepare, plan, Test, execute, validate.

（B）Plan, prepare, validate, execute, test

（C）Prepare, plan, validate, execute, test

（D）Plan, prepare, test, execute, validate.

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)

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

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