[Sep 01, 2021] CRT-261 Dumps Full Questions - Exam Study Guide
Salesforce Service Cloud Consultant Free Certification Exam Material from Prep4pass with 349 Questions
NEW QUESTION 177
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: B
NEW QUESTION 178
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Publish a Managed Package
- C. Manually re-create the Permission Sets
- D. Use a Change Set
Answer: D
NEW QUESTION 179
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Upsell percentage
- B. First call resolution
- C. Average handle time
- D. Customer retention
Answer: B,C
NEW QUESTION 180
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove unnecessary columns from the reports.
- C. Remove formula fields from filter criteria.
- D. Remove dashboards based on long-running reports.
Answer: C
NEW QUESTION 181
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Collapsible Sidebar Components
- B. Console Keyboard Shortcuts
- C. Multiple Monitors Components
- D. Configure Macros
Answer: D
NEW QUESTION 182
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Assets
- C. Service contracts
- D. Cases
Answer: C
NEW QUESTION 183
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
- A. Normalize database
- B. Develop data map
- C. Perform data cleaning
- D. Enable data validation rules
Answer: B,C
NEW QUESTION 184
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use Chatter case feed and case teams to monitor cases
- B. Use an escalation rule to move cases into the product manager queue
- C. Use a workflow rule to send an email to the product manager
- D. Use an assignment rule to assign new cases to the product manager
Answer: C
NEW QUESTION 185
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Server hardware infrastructure rebuilds
- B. Periodic maintenance windows
- C. System software restore after an outage
- D. Highly available telecom solution
Answer: B,D
NEW QUESTION 186
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Only one inbound email address can be used for Email-to-Case
- C. Assignment, escalation, and workflow rules are processed on inbound emails
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 187
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Upload the files as Documents, then relate them to the migrated Articles.
- B. Use the Files Related List on each article to add files to your articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Post the Files to the Chatter Feed on each Article.
Answer: B
NEW QUESTION 188
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case assignment rules
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION 189
Which application will allow a client to enable Ideas on a public website?
- A. Customer portal
- B. Self-service portal
- C. Partner portal
- D. Sites
Answer: D
NEW QUESTION 190
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: A,C
NEW QUESTION 191
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Average queue time per agent
- C. Cost per call
- D. Number of sales queues
- E. Number of leads created
Answer: A,C,E
NEW QUESTION 192
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Knowledge Base
- C. Live Agent
- D. Customer Community
- E. Chatter Answers
Answer: B,D,E
NEW QUESTION 193
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Embedded Chat Service
- C. Customer Community
- D. Case Assignment Rules
Answer: B
NEW QUESTION 194
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. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
Answer: B
NEW QUESTION 195
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. web-to-Case
- D. An AppExchange package
Answer: A
NEW QUESTION 196
......
Dumps Brief Outline Of The CRT-261 Exam: https://www.prep4pass.com/CRT-261_exam-braindumps.html
Use Real CRT-261 - 100% Cover Real Exam Questions: https://drive.google.com/open?id=1aZwtUjlDNkPGETP8Ce9m1LW6gu18E_9F
