2025年最新の実際に出るCRT-261問題集テストエンジン試験問題はここにある
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個人がSalesforce CRT-261認定試験に合格すると、サービスクラウドプラットフォームの使用に関する専門知識を実証し、認定Salesforce Service Cloud Consultantsとして認識されます。この認定は、個人がキャリアを前進させ、収益の可能性を高め、IT業界での新しい雇用役の機会を開くのに役立ちます。
Salesforce CRT-261試験に備えるには、候補者はサービスクラウドプラットフォームとその機能を強く理解する必要があります。また、組織用のサービスクラウドプラットフォームの実装と構成の経験も必要です。候補者は、オンラインコース、学習ガイド、練習試験など、さまざまなリソースを利用して試験の準備をすることができます。
質問 # 65
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views.
- B. Filter the views by case owner.
- C. Reduce the number of fields displayed.
- D. Restrict visibility of the views.
正解：B、C
解説：
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
質問 # 66
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- B. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- D. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
正解：A
質問 # 67
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
- A. Einstein Bots
- B. Messaging In-app and Web (MIAW)
- C. Experience Cloud sites
正解：B
解説：
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
質問 # 68
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to specify unique service levels for each customer
- B. Ability to prompt callers for the service contract number within IVR menus
- C. Ability to determine if a customer has escalated a case in the past
- D. Ability to enforce service levels with the time-dependent processes
正解：A、B
質問 # 69
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Chat for Web and In-App
- B. Digital Engagement Messaging
- C. Social Customer Service
- D. Einstein Bo
正解：D
解説：
Explanation
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5
質問 # 70
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Chat Queue-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Omni-channel Skills-based routing
正解：C
質問 # 71
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. Create a softphone layout and assign to user profiles.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Enable Live Agent in their community to chat with an agent.
- D. Assign the correct Salesforce users to the Call Center.
- E. Install an adapter from AppExdiange to work with third-party CTI systems.
正解：A、D、E
質問 # 72
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Embedded Chat Service
- C. Customer Community
- D. Case Assignment Rules
正解：B
解説：
Explanation
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service 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 Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
質問 # 73
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
解説：
Explanation
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget
質問 # 74
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Contact Request
- B. Mobile Connect
- C. Field Service
- D. omni Channel
正解：C
質問 # 75
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use the routing queues provided with Salesforce for Twitter and Facebook
- C. Enable social profile and add workflow rules to the contact object
- D. Use Twitter-to-Case and add workflow rules to the case object
正解：A
質問 # 76
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Case closure rules on the original case
- B. RMA and FSR escalation requirements
- C. Average incoming case volume
- D. Visibility and access to the RMA and FSR records
- E. Relationship to the primary contact
正解：A、B、D
質問 # 77
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Assignment rule
- B. Workflow
- C. Validation rule
- D. A Process Builder
正解：D
解説：
Explanation
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter.
Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder
質問 # 78
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. Macros
- D. Publisher Actions
- E. Omni-Channel
正解：A、C、D
質問 # 79
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Send out a monthly survey to customers requesting feedback.
- B. Contact Salesforce to send a report on article efficacy.
- C. Create a group of super users that will evaluate and manage articles.
- D. Install Knowledge Base Dashboards and Reports AppExchange package.
正解：D
質問 # 80
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. Change the org-wide default for cases and contacts internal access to private.
- B. Create a sharing rule to share the contact record with the community member.
- C. Update the case assignment rule to add the community member to the predefined case team.
- D. Set up a sharing set to grant access based on the community member's contact record.
正解：D
解説：
Explanation
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
質問 # 81
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add conditional logic to the instructions
- C. Create a formula to build the macro logic around
- D. Add multiple ELSE IF blocks after the IF block
正解：A、B
解説：
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
* Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
* Adding a formula block to the macro is a solution that involves using formulas to calculate values or perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros
質問 # 82
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case record page.
- B. Quick Actions must be enabled in the org.
- C. The specific Quick Action must be added to the Case Feed.
- D. Global Actions need to be on the publisher layout.
正解：A、C
質問 # 83
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Benchmark the average cases per agent versus the team average across each case channel
- B. Track the average calls per day, average cases per agent, and average cases per case type.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Track not promoter scores as part of an automated survey after case closure for every cote.
正解：D
解説：
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
質問 # 84
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
- A. Enable Case Merge.
- B. Set up duplicate rules on Case.
- C. Create an autolaunched Flow,
正解：A
解説：
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
質問 # 85
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. Number of leads created
- C. Number of sales queues
- D. Average queue time per agent
- E. Opportunities per channel
正解：A、B、E
質問 # 86
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Customer Service for Twitter and Facebook.
- B. Social Media Marketing message tagging.
- C. Einstein Bot social queues.
- D. Social Persona for Twitter and Facebook.
正解：A
質問 # 87
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a task related to the article with a reminder set for the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a workflow rule to update the article status to Published on the article start date.
正解：B
質問 # 88
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Recent Items set to Account object.
- B. Actions & Recommendations component.
- C. Screen flow launched from a global action.
- D. Hitory Utility in the Utility bar.
正解：A
質問 # 89
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最新リリースのCRT-261問題集はSalesforce Service Cloud Consultant認証済み：https://drive.google.com/open?id=1bq1sNDpZ0ZmKk56tEd6gZpBVqszSbuuP