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

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

A. Visualforce pages refer to Classic article types.

B. Attachments and .html files in Classic Knowledge are moved to the Files object.

C. Approval process history migrate to Lightning Knowledge.

D. Article numbers change during migration.

E. Each article must be associated to a record type.

정답: A,B,D

설명: (DumpTOP 회원만 볼 수 있음)

문제3

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

B. Create a central "Contact Us" page which provides access to all available channels.

C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

E. Optimize the customer community for mobile devices to have access to the same support as desktops.

정답: A,B,E

설명: (DumpTOP 회원만 볼 수 있음)

문제4

vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

A. Create a macro to send an email with the article to customer

B. create an auto response rule to send the article to teh customer

C. create a lightning email template to sned artilce to customer

D. create a workflow email alert to send the artilce to the customer

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제5

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Set up a reporting snapshot of the case, contact and activity objects.

B. Build a Summary report on Products and Activities.

C. Customize the My Teams Calls this week standard report.

D. Create a Custom Report type with activities as the primary object.

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

A. The Customer does not know they were transferred.

B. The Chat Transcript and Case are transferred.

C. The Customer is shown the new Representative's Name

D. Both Service Reps can chat with the Customer.

정답: B,C

설명: (DumpTOP 회원만 볼 수 있음)

문제7

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)

문제8

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

D. Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제9

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A. Define criteria-based record page components

B. Configure Macros

C. Enable Keyboard shortcuts

D. Create multiple Console layouts

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제10

Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

A. Direct Messaging

B. Lightning Component

C. Case queues

D. Contact Request flow

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

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

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