[2024年05月]更新のCRT-261問題集PDFでCRT-261リアル試験問題解答
CRT-261問題集で100%合格保証と最新のお試しサンプル
Salesforce CRT-261 Certification Preparation for Service Cloud Consultant試験は、サービスクラウドコンサルティングの専門知識を持つ候補者を示す貴重な認定資格です。幅広いトピックをカバーしており、この分野でスキルと知識を向上させたい専門家に最適です。試験に合格することで、新しいキャリアの機会が開けるだけでなく、コンサルタントが競争の激しい就職市場で際立つことができます。
Salesforce CRT-261（Service Cloud Consultantの認定準備）認定試験は、サービスクラウドコンサルタントになることに関心のある専門家の知識とスキルをテストするために設計されています。この認定は、顧客ビジネス要件を満たすサービスクラウドソリューションを設計および実装するために必要な専門知識を検証します。
質問 # 86
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Quick Text
- B. Chatter
- C. Omni-Channel
- D. Macros
- E. Publisher Actions
正解：A、D、E
解説：
Explanation
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified References: Sales Cloud Productivity Best Practices
質問 # 87
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. Call Center Agent
- B. Einstein Bots
- C. Chatter Group
- D. Web Chat
正解：B、D
質問 # 88
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. Quick Text
- B. Macros
- C. Service Console
- D. Lightning Utility Bar
正解：B
質問 # 89
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
- A. Data Category groups
- B. Screen Flow
- C. Topics for objects
正解：A
解説：
Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making it easier for users to find relevant information. This method enhances the searchability and user experience of the public knowledge base by categorizing articles in a way that aligns with the company's product lines.
質問 # 90
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Create a data retention plan that archives or purges Cases at regular intervals.
- B. Ask contact center managers to review data each quarter to possibly delete.
- C. Optimize queries to reduce the scope of Cases included with each search.
- D. Write an Apex trigger that deletes one case each time a new case is created.
正解：A、C
質問 # 91
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Ask sales reps to respond to support Cases.
- B. Add more support phone lines.
- C. Limit Customers to 5 Cases per day.
- D. Provide a self-help Customer Community.
正解：D
質問 # 92
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case Chatter feed
- B. Case notes related list
- C. Case activity feed
- D. Social Post record
正解：D
質問 # 93
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Share knowledge with the business partners
- B. Method for social media management
- C. Process for creating and maintaining knowledge
- D. Standard for managing customer support and delivery
正解：A、C
質問 # 94
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
正解：B
質問 # 95
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
正解：D
質問 # 96
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Cost per call
- B. Average queue time per agent
- C. Number of leads created
- D. Opportunities per channel
- E. Number of sales queues
正解：A、C、D
質問 # 97
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Install an adapter from AppExdiange to work with third-party CTI systems.
- C. Assign the correct Salesforce users to the Call Center.
- D. Assign the Salesforce CTI license to Salesforce users.
- E. Create a softphone layout and assign to user profiles.
正解：B、C、E
解説：
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic
質問 # 98
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Deploy based on the number of trainers available
正解：A
質問 # 99
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?
- A. Lightning Dialer
- B. Service Cloud Call Center
- C. Service Cloud Softphone Layout
正解：B
解説：
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.
質問 # 100
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of lead referrals
- B. Number of attempts to contact
- C. Number of outbound calls per day
- D. Number of closed cases
正解：B、C
質問 # 101
......
Salesforce CRT-261認定試験は、Service Cloudアーキテクチャ、データモデリング、ケース管理、コンタクトセンターの運用など、さまざまなトピックをカバーしています。また、Omni-Channel、Service Cloud Console、Live AgentなどのSalesforceの機能についての知識も試験で評価されます。試験に合格するためには、Service Cloudソリューションを設計・実装する能力を証明する必要があり、Service Cloudの機能を構成・カスタマイズする能力も必要です。
問題集でリアルSalesforce CRT-261試験問題 [更新されたのは2024年]：https://www.goshiken.com/Salesforce/CRT-261-mondaishu.html
試験準備には欠かさない！CRT-261問題解答無料更新には100%試験合格保証 [2024年更新]：https://drive.google.com/open?id=1uKm5VSBMsL_rRRPuWsTNGZwmKaXmCIxs