2023 Latest CRT-261 dumps Exam Material with 200 Questions
Salesforce CRT-261 Questions and Answers Guarantee you Oass the Test Easily
Salesforce CRT-261 certification exam is an essential credential for professionals who want to demonstrate their expertise in the Service Cloud platform. By passing CRT-261 exam, candidates can enhance their skills and knowledge in customer service, technical support, and sales roles. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries.
Salesforce CRT-261 exam is an essential certification for professionals who want to specialize in Salesforce Service Cloud. CRT-261 exam is designed to test the candidate's knowledge of Service Cloud and their ability to design and implement solutions that meet the needs of the business. By passing the exam, candidates can demonstrate their expertise in the field, boost their career prospects, and gain recognition as a certified Salesforce Service Cloud Consultant.
NEW QUESTION # 31
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate case data and deploy to all users at office
- B. Deploy in phases using countries as pilots
- C. Deploy based on the number of trainers available
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: B
NEW QUESTION # 32
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dynamic dashboards
- B. Dashboad folder sharing
- C. Org wide default for cases set to private
- D. Case Object permissions set to create and read
Answer: A,C
NEW QUESTION # 33
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Performance for high volume of interactions
- B. Integration with Lead Generation team and apps
- C. Strategies to maximize call deflection
- D. Integration with Field service teams and apps
Answer: A,B
NEW QUESTION # 34
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer
- A. Create public groups with article managers and assign each group to specific article actions.
- B. Create publication teams with article managers and assign each team to specific article actions.
- C. Create publication teams with article managers and assign each team to specific publication states.
- D. Create public groups with article managers and assign each group to specific publication states.
Answer: A
NEW QUESTION # 35
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. Create a formula to build the macro logic around
- B. Add conditional logic to the instructions
- C. Add multiple ELSE IF blocks after the IF block
- D. Add a formula block to the macro
Answer: A,D
NEW QUESTION # 36
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, Test, execute, validate.
- B. Plan, prepare, validate, execute, test
- C. Plan, prepare, test, execute, validate.
- D. Prepare, plan, validate, execute, test
Answer: C
NEW QUESTION # 37
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific article actions to each team.
- B. Assign article managers to public groups and specific article actions to each group.
- C. Assign article managers to public groups and specific publication states to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Answer: B
NEW QUESTION # 38
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Service Cloud Portal
- B. High Volume Customer Portal
- C. Partner Community Login
- D. Customer Community Login
Answer: A
NEW QUESTION # 39
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a Lightning email template to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a workflow email alert to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: A
NEW QUESTION # 40
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. Entitlements
- B. Case Milestones
- C. Case Escalation
- D. Omni-Channel
Answer: A
NEW QUESTION # 41
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Data Loader
- B. Mass Transfer Records
- C. Data Import Wizard
- D. Change Sets
Answer: A,D
NEW QUESTION # 42
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Establish Case Assignment Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
Answer: D
NEW QUESTION # 43
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. Use the Files Related List on each article to add files to your articles.
- B. Post the Files to the Chatter Feed on each Article.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Upload the files as Documents, then relate them to the migrated Articles.
Answer: A
NEW QUESTION # 44
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Assignment rule
- B. Validation rule
- C. A Process Builder
- D. Workflow
Answer: C
NEW QUESTION # 45
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: A
NEW QUESTION # 46
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Web-to-Case
- C. Case submitted using chat
- D. Email-to-Case
Answer: A
NEW QUESTION # 47
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Use Einstein Next Best Action.
- C. Configure Path for Cases.
- D. Implement record types and pege layouts.
Answer: D
NEW QUESTION # 48
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. Quick Text
- B. Macros
- C. Lightning Guided Engagement
- D. Visual Workflow
Answer: A,B
NEW QUESTION # 49
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use escalation rules
- B. Use case teams to close
- C. Use entitlements to define a process and milestones
Answer: C
NEW QUESTION # 50
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of outbound calls per day
- B. Number of attempts to contact
- C. Number of lead referrals
- D. Number of closed cases
Answer: A,B
NEW QUESTION # 51
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. Train users to scroll through the case page layout to look for product related information or customer- related information 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. 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
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Answer: C
NEW QUESTION # 52
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Establish Case Assignment Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
Answer: B
NEW QUESTION # 53
Universal Containers wants to Jet 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. Embedded Chat Service
- B. Case Assignment Rules
- C. Experience Cloud site
- D. Web-to-CaM
Answer: A
NEW QUESTION # 54
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Public groups
- B. Communities
- C. Mass email
- D. Salesforce Chat
Answer: B,D
NEW QUESTION # 55
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable agents to create their own personal articles.
- B. Enable article submission during case close.
- C. Enable article customization for open cases.
- D. Enable suggested articles on new cases.
- E. Create an email template to send articles as PDF attachments.
Answer: B,D,E
NEW QUESTION # 56
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