最新的Salesforce Certification Preparation for Service Cloud Consultant - CRT-261免費考試真題
問題1
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?
What should a consultant recommend?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題2
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Which solution should the consultant recommend to meet the requirement?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題3
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
Which best practice should a consultant recommend?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題4
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
Which solution should the consultant recommend to meet the needs of the organization?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題5
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Which functionality should the consultant recommend to address the problem?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題6
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Which feature will help CK users archive and access the case information from an External Object?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題7
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題8
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題9
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
Which methodology should the consultant recommend given the requirements?
正確答案: A
說明：（僅 VCESoft 成員可見）
問題10
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
How should the administrator ensure support reps only have access to quick texts for their specific product line?
正確答案: B
說明：（僅 VCESoft 成員可見）
問題11
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?
Which reporting solution should a consultant recommend?
正確答案: C
說明：（僅 VCESoft 成員可見）
問題12
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
正確答案: C
說明：（僅 VCESoft 成員可見）
