CRT-261 시험 - Salesforce실제시험문제와 답 - 65문항

Question No : 1

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A.Process Builder
B.Lightning Knowledge
C.Macros
D.Visual Workflow

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Question No : 2

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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Question No : 3

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 Knowledge tab to the Console app.
C.Create email templates with Knowledge Articles attached.
D.Add the Suggested Article widget to the Case page layout.

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Question No : 4

Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A.Entitlement processes, milestones, milestone actions, and entitlements
B.Entitlement processes, contracts, contract line Items, and entitlements
C.Entitlement processes, contract line items, milestones, and entitlements
D.Entitlement processes, contracts, milestones, and milestone actions

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Question No : 5

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.Users must use Lightning Experience.
B.Publisher Actions used in the macros must be on the page layout.
C.The Macros widget or utility must be added to the console.
D.The Run Macros Permission must be granted to users.
E.The Run Macros Action must be on the page layout.

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Question No : 6

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people? Choose one answer

A.Mass email
B.Chatter groups
C.Public groups
D.Escalation rule

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Question No : 7

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A.Create a case assignment rule to ensure cases are owned by a user when closed.
B.Use a data tool to update the owner field on closed cases.
C.Create a Process Builder and Flow to change the owner on closed cases.
D.Create a case validation rule to ensure cases are owned by a user when closed.

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Question No : 8

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A.Configure Omni-Channel Supervisor tab and 3rd party access.
B.Configure Live Agent Supervisor tab and Whisper Messages.
C.Add the Live Agent Component to the Utility bar.
D.Configure the SOS snap-in for the Lightning Service Console.

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Question No : 9

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats.
Which feature should a Consultant recommend?

A.Omni-channel Skills-based routing
B.Live Agent Queue-based routing
C.Omni-channel Queue-based routing
D.Case Skills-based Assignment Rules

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Question No : 10

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A.customer satisfaction Survey
B.Customer Purchase History
C.Customer Support Requests
D.Net promoter Score
E.Service Level Agreement

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Question No : 11

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A.Customer Community
B.Field Service Lightning
C.SOS Video Chat
D.Salesforce Knowledge

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Question No : 12

What are two design considerations for a Live Agent implementation? Choose 2 answers

A.Chat Visitor Browser
B.Chat Window Title
C.Chat Character Limit
D.Idle Connection Timeout

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Question No : 13

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.Contact Salesforce to send a report on article efficacy.
B.Send out a monthly survey to customers requesting feedback.
C.Install Knowledge Base Dashboards and Reports AppExchange package.
D.Create a group of super users that will evaluate and manage articles.

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Question No : 14

A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A.Route to agents with the most cases closed for that topic.
B.Route to agents staffing the assigned overflow queues.
C.Route to agents with the least amount of active assigned work.
D.Route to agents with the most capacity to take on new work.

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Question No : 15

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A.Visual Workflow
B.Lightning Guided Engagement
C.Quick Text
D.Macros

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Salesforce CRT-261 시험