Guide (New 2022) Actual Salesforce CRT-261 Exam Questions
CRT-261 Exam Dumps Pass with Updated 2022 Certified Exam Questions
Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION 182
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Answer: B
NEW QUESTION 183
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of cases with articles attached during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: A,D
NEW QUESTION 184
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Assign the correct Salesforce users to the Call Center.
- B. Install an adapter from AppExdiange to work with third-party CTI systems.
- C. Create a softphone layout and assign to user profiles.
- D. Enable Live Agent in their community to chat with an agent.
- E. Assign the Salesforce CTI license to Salesforce users.
Answer: A,B,C
NEW QUESTION 185
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. The Run Macros Permission must be granted to users.
- B. The Macros widget or utility must be added to the console.
- C. Users must use Lightning Experience.
- D. The Run Macros Action must be on the page layout.
- E. Publisher Actions used in the macros must be on the page layout.
Answer: A,C,E
NEW QUESTION 186
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Auto-response rules
- C. Validation rules
- D. Workflow rules
Answer: D
NEW QUESTION 187
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case report that displays all created or updated cases.
- B. Create a case queue for all created or updated cases.
- C. Create an email alert notification for Case Teams.
- D. Create a case list view that is filtered by My Case Teams.
Answer: B,C
NEW QUESTION 188
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- B. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- C. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- D. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
Answer: D
NEW QUESTION 189
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents manually create Users when Community access is requested by Customers.
- B. Identify active Customers and send them registration instructions via email.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Send email notifications to all Customers to join the Community.
Answer: B,C
NEW QUESTION 190
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Ensure that each image does NOT exceed the maximum of 25 MB
- B. Upload the images into Salesforce prior to importing the articles
- C. Include images in an .html file using the image tag and src attribute
- D. Convert all images to .jpeg, as this is the only supported file type
Answer: C
NEW QUESTION 191
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar related list on the case page layout.
Answer: A
NEW QUESTION 192
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Visibility and access to the RMA and FSR records
- B. Relationship to the primary contact
- C. Average incoming case volume
- D. Case closure rules on the original case
- E. RMA and FSR escalation requirements
Answer: A,D,E
NEW QUESTION 193
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Integration with Lead Generation team and apps
- B. Strategies to maximize call deflection
- C. Integration with Field service teams and apps
- D. Performance for high volume of interactions
Answer: A,D
NEW QUESTION 194
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Omni-channel
- B. Entitlements
- C. Case escalation
- D. Case milestones
Answer: A,B,C
NEW QUESTION 195
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Create a formula to build the macro logic around
- C. Add multiple ELSE IF blocks after the IF block
- D. Add a formula block to the macro
Answer: B,D
NEW QUESTION 196
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Search Utility Component
- D. Comment Search Component
Answer: A
NEW QUESTION 197
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Embedded Chat Window
- B. Social Customer Service
- C. Open CT1
- D. Contact Requests
Answer: A
NEW QUESTION 198
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 199
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Add the fields to the page layout and add the fields to the highlights panel.
- B. Remove these fields from the page layout and add the components to the highlights panel.
- C. Remove these fields from the page layout and add the fields to the highlights panel
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: A
NEW QUESTION 200
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
Answer: D
NEW QUESTION 201
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
Pass Guaranteed Quiz 2022 Realistic Verified Free Salesforce: https://www.prep4pass.com/CRT-261_exam-braindumps.html
CRT-261 Exam Questions - Real & Updated Questions PDF: https://drive.google.com/open?id=1iSXTPSH4hl2qMGLC17zmr-mbzGCO8qiL
