Free CRT-261 Braindumps Download Updated on Mar 26, 2024 with 197 Questions
Salesforce CRT-261 Exam Practice Test Questions
Salesforce CRT-261 certification exam covers a range of topics including service cloud architecture, data and security, case management, knowledge management, contact center analytics, and integration. Candidates must demonstrate their knowledge and skills in these areas to pass the exam and obtain the certification. Certification Preparation for Service Cloud Consultant certification is a valuable asset for professionals who work in customer service and support as it demonstrates their expertise in Salesforce tools and technologies.
One of the key benefits of passing the Salesforce CRT-261 exam is that it can help professionals advance their careers in the field of Service Cloud. By earning this certification, candidates can demonstrate their expertise in implementing Service Cloud solutions and differentiate themselves in the job market. Additionally, this certification can help professionals increase their earning potential and gain recognition within their organization.
Salesforce CRT-261 Certification Exam is designed for individuals who want to demonstrate their expertise in the area of Service Cloud Consulting. CRT-261 exam is specifically designed for professionals who have already implemented Salesforce Service Cloud solutions and are looking to further enhance their skills and knowledge. Certification Preparation for Service Cloud Consultant certification exam provides an opportunity for consultants to validate their knowledge and expertise in designing and implementing Service Cloud solutions that meet the needs of their clients.
NEW QUESTION # 80
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Create a Case Macro
- B. Activate a Validation Rule
- C. Configure Process Builder
- D. Define Case Escalation Rules
Answer: A
Explanation:
Explanation
A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it. Verified References: Salesforce Help: Macros
NEW QUESTION # 81
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. Service Console case creation configuration
- C. CTI Adapter configuration
- D. Lightning Console enablement
Answer: A,C
NEW QUESTION # 82
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. First call resolution
- B. Average days to close
- C. Abandon rate
- D. Average handle time
Answer: A,C
NEW QUESTION # 83
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a permission set for each record type; assign permissions to service agents.
- B. Create a data category for each product; assign data categories to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create an article action for each record type; assign record types to service agents.
Answer: B
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 84
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Enable Suggested Articles.
- C. Add Data Category Groups.
- D. Create Article Translation.
Answer: B
Explanation:
Explanation
Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview
NEW QUESTION # 85
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Web Services API to integrate the external database with Salesforce
- B. Use Bulk API to load the product bug data into Salesforce
- C. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- D. Create a custom product bug object and import data into Salesforce
Answer: A,C
NEW QUESTION # 86
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Customer Service for Twitter and Facebook.
- B. Einstein Bot social queues.
- C. Social Media Marketing message tagging.
- D. Social Persona for Twitter and Facebook.
Answer: A
Explanation:
Explanation
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 87
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- B. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- C. It does NOT require a software install for each call center user on a Windows-based PC.
- D. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
Answer: A,B,E
NEW QUESTION # 88
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter where Dete/Time Opened equals Created Date
- B. Filter on Status equals Ctosea Resolved
- C. Filter where Closed Date equals Created Date
- D. Filter or Cosed When Created equals true
Answer: A
NEW QUESTION # 89
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. Prepare, plan, validate, execute, test
- C. Plan, prepare, validate, execute, test
- D. Plan, prepare, test, execute, validate.
Answer: D
NEW QUESTION # 90
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All open Cases by Priority
- C. All Cases by Customer
- D. All open cases by Channel
- E. All Cases closed Month-to-date
Answer: A,B,D
NEW QUESTION # 91
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Email-to-case
- B. Chat
- C. Social Customer Service
- D. Web-to-case
Answer: A
NEW QUESTION # 92
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Work order and customer contact escalation requiements
- B. Accoun team relationship to the primary contact
- C. Visibility and accesst to the work order records
- D. Case closure rules on the original case
- E. Total number of accound and contact records in the database
Answer: A,C,D
Explanation:
Explanation
These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.work_orders_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.sharing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5
NEW QUESTION # 93
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. Add these fields to 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. Remove these fields from the page layout and add the components to the highlights panel.
Answer: A
NEW QUESTION # 94
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Digital Engagement Messaging
- B. Chat for Web and In-App
- C. Einstein Bo
- D. Social Customer Service
Answer: C
Explanation:
Explanation
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5
NEW QUESTION # 95
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comment Search Component
- C. Search Utility Component
- D. Comments List View
Answer: A
NEW QUESTION # 96
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