Salesforce CRT-261 問題集

質問 1：
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. Postpone the release to the production org so the team can finish the project before the release is deployed.
B. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 2：
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?
A. Global Quick Action
B. Macros
C. Quick text
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
A. Secondary Routing Priority
B. Skills-Based Routing
C. Capacity Model
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
A. Configure Salesforce Connect and External Objects to the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Create a custom tab that displays a search page from the billing system.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
正解：C
解説: (Topexam メンバーにのみ表示されます)