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

質問 1

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 2

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?

（A）Social Service Pro add-on

（B）Service Cloud User feature license

（C）Einstein Reply Recommendations

（D）Einstein Social Insights add-on

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 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

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

（A）Publish a Managed package

（B）Change set

（C）Create an Unmanaged package

（D）Manuallyre create the Permission sets

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 5

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 6

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

（A）Benchmark the average cases per agent versus the team average across each case channel

（B）Measure difference in CSAT ol cases with and without articles attached.

（C）Track the average calls per day, average cases per agent, and average cases per case type.

（D）Track not promoter scores as part of an automated survey after case closure for every cote.

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

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

（A）Provide a timeline that addresses all the requirements.

（B）Prioritize the requirements based on who submitted them.

（C）Identify the requirements needed for initial GoLive.

（D）Organize the requirements from largest to smallest.

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 8

Universal Containers wants to let 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）Customer Community

（B）Embedded Chat Service

（C）Web-to-Case

（D）Case Assignment Rules

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 9

What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

（A）Change the owner to a queue associated with the routing configuration,

（B）Enable Debug Omni Channel routing configuration in SttUp.

（C）Open the record you want to route.

（D）Log in as a user who is enabled for Omni-Channel access.

（E）Open the Omni-Channel Supervisor tab.

正解：A、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 10

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)

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

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