CRT-261試験無料問題集（199題）「Salesforce Certification Preparation for Service Cloud Consultant 認定」

出題：1

Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?

A. Work Oder Assignment

B. Operating Hours and Shifts

C. Service Appointment Bundling

D. Field Service Inventory

正解：D 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

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation.

B. Knowledge Action to Publish an Article once the Article is approved.

C. Approval Process that assigns an Article to a Reviewer Queue.

D. Data Category to assign an article record type to a Reviewer.

正解：C,D 解答を投票する

出題：3

what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

A. Crreate an article action for each record type;assign record types to service agents

B. Create a permission set for each record type ;assignpermisisons to service agents

C. create a data category for each product assign data categories to service agents.

D. Create a page layout for each record type ;assign layouts to servce agents

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：4

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs with Case Subtabs

B. Account tab with Cases related list

C. Account tabs and Cases tab

D. Case tabs with Account subtabs

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：5

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. Organize up to 200 categories in each category group.

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

C. Assign up to 10 data categories per category group to each article.

D. Consolidate into 3 or fewer category 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：6

Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Create a sharing rule to share the contact record with the community member.

B. Update the case assignment rule to add the community member to the predefined case team.

C. Set up a sharing set to grant access based on the community member's contact record.

D. Change the org-wide default for cases and contacts internal access to private.

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：7

Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A. Omni-Channel Utility widget

B. Global Shared Macro

C. Personalised navigation menu

D. Actions & Recommendations component

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 (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

A. Chatter Answers

B. Data Category Visibility

C. Article Translation

D. Data Category Groups

正解：D 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

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure IVR routing to bypass Tier 1 for the product line.

B. Configure Omni-channel to assign cases directly to Tier 2.

C. Create Knowledge Articles and publish internally and publicly.

D. Create a dashboard to track and manage call volumes by type.

正解：C 解答を投票する

出題：10

What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

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