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

質問 1

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

（A）Path for Cases

（B）Lighining Row Component

（C）Service Console Macros

（D）Lightning Guided 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

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

（A）Integrate with an enterprise resource planning system.

（B）Implement Field Service Lightning.

（C）Develop and publish a knowledge management system

（D）Configure Visual Flows on Salesforce mobile.

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

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

（A）Verify that users are assigned the Chat user profile

（B）Verify that users have access to the Chat buttons.

（C）Verify that users have access to the Chat public group.

（D）Verify that users are assigned the Chat feature license.

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 4

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

（A）Web Chat

（B）Call Center Agent

（C）Chatter Group

（D）Einstein Bots

正解：B、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 5

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 6

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

（A）Case Escalation

（B）Salesforce Console

（C）Case Assignment

（D）Entitlements and Milestones

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 7

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 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

service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

（A）Define criteria-based record page components

（B）Create multiple console layouts

（C）Enable keyboard shortcuts

（D）Configure Macros

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 (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)

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

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