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

문제1

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)

문제2

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)

문제3

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. All Cases by Customer

B. All open cases by Channel

C. Case resolution time

D. All Cases closed Month-to-date

E. All open Cases by Priority

정답: A,C,D

설명: (DumpTOP 회원만 볼 수 있음)

문제4

Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A. Video Support

B. Appointment Assitant

C. Omn-Channel Routing

D. Incident Management

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제5

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Read/Write

B. Visible in Portal

C. Read Only

D. Private

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제6

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

A. Contact Request Flow

B. Web-to-Case

C. On-Demand Email-to-Case

D. Experience Cloud Create Case Form

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제7

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

A. Average call handle time by team.

B. Number of cases closed by a self-service user

C. Number of cases created - - Site by month

D. Number of IVR inquiries without agent involvement.

정답: B,C

설명: (DumpTOP 회원만 볼 수 있음)

문제8

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Einstein Next Best Action

B. Validation Rules

C. Einstein Reply Recommendations

D. Service Analytics Predictions

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제9

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 Process Builder for notifications and case teams to monitor cases.

C. Use escalation rules for notifications and case teams to monitor cases.

D. Use Process Builder for notifications and account teams to monitor cases.

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제10

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

A. Filter where Dete/Time Opened equals Created Date

B. Filter on Status equals Ctosea Resolved

C. Filter or Cosed When Created equals true

D. Filter where Closed Date equals Created Date

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

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

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