無料CRT-261サンプル問題で100%カバー率のリアル試験問題（更新された199問あります)
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質問 # 70
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Salesforce Knowledgebase
- C. Service Cloud SOS
- D. Field Service Lightning
正解：C、D
質問 # 71
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Change Sets
- B. Manual configuration
- C. Mass Transfer Records
- D. Data Loader
正解：A
解説：
Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview
質問 # 72
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
- A. Configure View All for the Case object and field-level security.
- B. Configure OWD for the Case object and implement Salesforce Shield.
- C. Configure Case Team with Read Write and field-level security.
正解：C
解説：
To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.
質問 # 73
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced first contact resolution
- D. Reduced issue resolution time
正解：A、D
解説：
Explanation
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5
質問 # 74
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Macros
- B. Communities
- C. Public Knowledge
- D. Chatter Questions
- E. Field Service
正解：B、C、D
質問 # 75
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. Email-to-Case
- B. On-Demand Email-to-Case
- C. web-to-Case
- D. An AppExchange package
正解：B
解説：
Explanation
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case
質問 # 76
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Agent utilization
- C. Schedule adherence
- D. Quality monitoring score
正解：B、C
解説：
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement
質問 # 77
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
正解：B
質問 # 78
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Appexchange solution
- B. Omni channel
- C. Social Conversation component
- D. Custom lightning component
正解：C
解説：
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts.
Verified References:
: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
質問 # 79
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases with milestones and entitlements
- B. Migrate closed cases to a custom read-only object
- C. Migrate closed cases with milestones and entitlements
- D. Migrate open and closed cases without milestones and entitlements
正解：C
質問 # 80
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Social Customer Service
- C. Embedded Chat Window
- D. Contact Requests
正解：C
解説：
Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
質問 # 81
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Customize the lightning console chat page
- B. ConfigureLightningGuided Engagement
- C. Configure a chat validation rule
- D. Customize the pre chat form
正解：D
質問 # 82
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Use email to case for the client to submit the relevant information to the specialist.
- B. Create a screen-based flow accessible from the Experience site and internaly.
- C. Post a web to case form on the site and assign the case to the specialist for completion.
- D. Add a custom Lightning component to the site and the Case Lightning record page.
正解：B
解説：
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.flow_concepts_screenelement.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
flow_distribute_overview.htm&type=5
質問 # 83
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create an agent profile for each channel grouping.
- C. Create a unique case page layout for each channel grouping.
- D. Create a service cloud console to support all channel groupings.
正解：C
質問 # 84
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Use Visual Workflow to streamline the process
- B. Use Visualforce to create a wizard for each process
- C. Organize the fields on the page layout to match each process
- D. Create a custom object for each step in the process
正解：A、C
質問 # 85
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Customer Community
- B. Lightning Service Console
- C. An AppExchange Solution
- D. Field Service Lightning
正解：D
質問 # 86
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Configuration a Validation Rule to block on-click calling.
- B. Use Dynamic Forms to conditionally hide the one-click field.
- C. Set the Contact Do not Call field value to true.
- D. Configure Dialer to use Voicemail Crop by default.
正解：B
質問 # 87
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
- A. Configure Case Escalation rules.
- B. Create a Flow with a scheduled path.
- C. Establish Case Assignment rules.
正解：A
解説：
Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.
質問 # 88
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
正解：C
解説：
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
質問 # 89
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Knowledge.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Content.
- D. Implement Employee Communities with Content.
正解：A
質問 # 90
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case assignment rules
- C. Case queues
- D. Case custom reports
正解：B、C
質問 # 91
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