Salesforce CRT-261 Real Exam Questions Test Engine Dumps Training With 179 Questions
CRT-261 Actual Questions Answers PDF 100% Cover Real Exam Questions
Salesforce CRT-261 Exam Syllabus Topics:
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NEW QUESTION # 15
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Case Assignment
- C. Entitlements and Milestones
- D. Salesforce Console
Answer: C
NEW QUESTION # 16
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Cleanse the data outside of Salesforce and then migrate the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: C
NEW QUESTION # 17
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create separate data category groups for each division and assign the category to a division profile.
- B. Create a sharing rule for each division to provide access using the role hierarchy.
- C. Create a single data category group for each division and provide access using the role hierarchy.
- D. Create a sharing rule for each division to provide access based on criteria of the article.
Answer: C
NEW QUESTION # 18
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Send out a monthly survey to customers requesting feedback.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: B
NEW QUESTION # 19
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Use the Clone option to create a new article.
- B. Select Flag as new version' checkbox when publishing.
- C. Use Smart Link to Article to select the prior version.
- D. Enable Knowledge User for Service Agents.
Answer: B
Explanation:
Explanation
When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases. Verified References: [Flag an Article as a New Version When You Publish It]
NEW QUESTION # 20
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Customize the My Teams Calls this week standard report.
- B. Build a Summary report on Products and Activities.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Create a Custom Report type with activities as the primary object.
Answer: A
NEW QUESTION # 21
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
Answer: D
Explanation:
Explanation
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 22
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contracts, milestones, and milestone actions
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: A
Explanation:
Explanation
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 23
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Workforce management
- C. Skills -based routing
- D. Interactive voice response
Answer: C
NEW QUESTION # 24
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. Mobile connect
- B. Contact Requests
- C. field service
- D. Omni channel
Answer: C
NEW QUESTION # 25
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Add the Submit Feedback button to articles.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: B
NEW QUESTION # 26
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Interactive Voice Response
- C. Order Management System
- D. Automatic Call Distribution
Answer: B
NEW QUESTION # 27
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Activity Feed list
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: A,B
Explanation:
Explanation
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages
NEW QUESTION # 28
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Use Apex to create an adapter to work with third-party CTI systems
- B. Create a SoftPhone layout and assign to user profiles
- C. Assign the Salesforce users to the Call Center.
- D. Assign the Salesforce CTI license to Salesforce users
- E. Install an adapter from AppExchange to work with third-party CTI systems
Answer: B,C,E
NEW QUESTION # 29
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Configure Omni-channel to assign cases directly to Tier 2.
- C. Create a dashboard to track and manage call volumes by type.
- D. Create Knowledge Articles and publish internally and publicly.
Answer: D
Explanation:
Explanation
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview
NEW QUESTION # 30
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable article deliveries
- B. Enable public solutions.
- C. Publish articles to external channels
- D. Configure content library permissions
- E. Assign article types to the communities
Answer: B,C,E
NEW QUESTION # 31
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
- A. Knowledge base
- B. Email-to-Case
- C. Chat with an agent
Answer: A
Explanation:
To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.
NEW QUESTION # 32
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 an email alert notification for Case Teams.
- B. Create a case report that displays all created or updated cases.
- C. Create a case queue for all created or updated cases.
- D. Create a case list view that is filtered by My Case Teams.
Answer: A,C
NEW QUESTION # 33
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Hide the Article Management tab for users who should have read-only access to articles.
- C. Set the organization-wide default to private and create sharing rules for the FAQ article type
- D. Enable the Manage Articles permission for the publisher profile and assign it to users
Answer: A,D
NEW QUESTION # 34
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Configure Web-to-Case.
- B. Implement Recommended Articles.
- C. Deploy a Partner Central Community.
- D. Create a Customer Experience Cloud site.
Answer: B
NEW QUESTION # 35
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Each article must be associated to a record type.
- B. Article numbers change during migration.
- C. Approval process history migrate to Lightning Knowledge.
- D. Visualforce pages refer to Classic article types.
- E. Attachments and .html files in Classic Knowledge are moved to the Files object.
Answer: B,D,E
Explanation:
Explanation
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge
NEW QUESTION # 36
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Salesforce CRT-261: Certification Preparation for Service Cloud Consultant is an advanced certification exam designed for professionals who want to specialize in the Service Cloud. Certification Preparation for Service Cloud Consultant certification exam is intended for those who have significant experience in implementing Salesforce Service Cloud solutions and want to showcase their expertise in the field. CRT-261 exam is a great way to demonstrate your knowledge and skills, and can boost your career prospects in the Salesforce ecosystem.
Earning a Salesforce CRT-261 certification demonstrates that a professional has the necessary skills and knowledge to design, implement and manage Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is highly regarded by employers, and it can help professionals advance their careers in service cloud consulting. Additionally, this certification can help professionals gain a better understanding of the Salesforce platform and how it can be used to meet customer's business requirements.
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