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

質問 1

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

（A）Use Assignment rules and case queues.

（B）Add additional agents to lower average hold time.

（C）Set up Email-to-Case.

（D）Simplify the interactive voice response (IVR) tree.

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 2

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

（A）Create a case assignment rule to ensure cases are owned by a user when closed.

（B）Create a Process Builder and Flow to change the owner on closed cases.

（C）Create a case validation rule to ensure cases are owned by a user when closed.

（D）Use a data tool to update the owner field on closed cases.

正解：A、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 3

vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

（A）Create a macro to send an email with the article to customer

（B）create an auto response rule to send the article to teh customer

（C）create a lightning email template to sned artilce to customer

（D）create a workflow email alert to send the artilce to the customer

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 4

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

（A）Service Analytics Predictions

（B）Validation Rules

（C）Einstein Reply Recommendations

（D）Einstein Next Best Action

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 5

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 6

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 7

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

（A）Path for Cases

（B）Lightning Process Builder

（C）Lightning Row for Service

（D）Interaction Log

正解：A、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

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

（A）Configure Case Assignment Rules to use Queues.

（B）Configure Case Assignment Rules to use Users.

（C）Configure Omni-Channel Routing Model as Least Active.

（D）Configure Omni-Channel Routing Model as Most Available.

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 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 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）Create a central "Contact Us" page which provides access to all available channels.

（B）Optimize the customer community for mobile devices to have access to the same support as desktops.

（C）Enforce that customers must search the knowledgebase before they can see the Contact Us page.

（D）Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

（E）Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

正解：A、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)

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

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