CRT-261試験無料問題集（198題）「Salesforce Certification Preparation for Service Cloud Consultant 認定」

出題：1

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

A. Create queues with support agents and use assignment rules.

B. Predefine case teams and use assignment rules.

C. Configure Web-to-Case and use assignment rules,

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

A. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

B. Review and address Case data issues and set up Einstein Article Recommendations.

C. Review and address Case data issues and set up Einstein Classification Apps.

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Click Publish after the Approval Process.

B. Set the final approval action to 'Lock the record for editing'.

C. Set the status to Published fram the Knowledge approval page.

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A. Enable Feed Tracking.

B. Install an AppExchange app.

C. Create a new Case record type.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Create a Custom Report type with Activities as the primary object.

B. Customize the My Team's Calls This Week standard report.

C. Build a report on Products with Activities grouped by owner.

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

A. Create a dynamic action that launches the ERP system with a deep link to the order locator.

B. Use Salesforce Connect and External Objects to represent this information in Salesforce.

C. Create a batch integration process that runs hourly to pull all order updates into Salesforce

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?

A. Web-to-Case

B. Slack Connect

C. Email-to-Case

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：8

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

A. View All for Case

B. Case teams

C. Manager groups

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：9

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. OmniStudio

B. Salesforce Chat

C. Case auto-response rule

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：10

Which advantage does Salesforce provide with the OpenCTI framework?

A. Developers can Integrate with any telephony platform available with minimal need for customization.

B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

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