최신 CRT-261 무료덤프 - Salesforce Certification Preparation for Service Cloud Consultant

문제1

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. The Customer doesn't know they were transferred

B. The chat transcripts and case are transferred

C. The Customer is shown the new Rep's name

D. Both Service Reps can chat with the customer

정답: B,C

설명: (DumpTOP 회원만 볼 수 있음)

문제2

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

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

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

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

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

정답: A,C

문제3

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.

B. Add the Suggested Article widget to the Case page layout.

C. Add the Knowledge tab to the Console app.

D. Create email templates with Knowledge Articles attached.

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제4

Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

A. History Utility

B. Macros

C. Quick Action

D. Outbound Sales Dialer

정답: A,B

설명: (DumpTOP 회원만 볼 수 있음)

문제5

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Estabalish case assignment rules.

B. Use Flow Builder to create a flow with scheduled path.

C. Define case auto-response rules.

D. Configure case escalation rules.

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

A. Customized case hovers

B. Actions and Recommendations component

C. Quick Actions added to the case page

D. Macro to open related cases

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제7

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. Contact Requests

C. Embedded Chat Window

D. Social Customer Service

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제8

Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

A. Use Flow Builder to create a flow with a scheduled path.

B. Define case auto-response rules.

C. Establish case assignment rules.

D. Configure case escalation rules.

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제9

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Prepare, Plan, Test, Execute, Validate

B. Plan, Prepare, Test, Execute, Validate

C. Prepare, Plan, Validate, Execute, Test

D. Plan, Prepare, Validate, Execute, Test

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제10

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.

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

최신 CRT-261 무료덤프 - Salesforce Certification Preparation for Service Cloud Consultant

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