Latest Jul-2022 Salesforce CRT-261 Dumps Updated 349 Questions
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
NEW QUESTION 205
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views
- B. Filter the views by case owner
- C. Restrict visibility of the views
- D. Reduce the number of fields displayed
Answer: B,D
NEW QUESTION 206
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. All Cases closed Month-to-date
- B. All open Cases by Priority
- C. All open cases by Channel
- D. All Cases by Customer
- E. Case resolution time
Answer: B,C,E
NEW QUESTION 207
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Solution design document
- B. Project milestones
- C. Requirements traceability matrix
- D. Project kickoff presentation
Answer: B,D
NEW QUESTION 208
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. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Case Assignment Rules, Queues, Chatter Groups, Live Agent
Answer: B
NEW QUESTION 209
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Create a Web-to-case form with a custom case type of survey
- B. Enable the case survey auto-response rule
- C. Enable the case survey option on the case object
- D. Check the survey option in the case settings
Answer: A
NEW QUESTION 210
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign user to public group with access to the service console app
- B. Assign users a permission with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign users a sharing rule with access to the service console app
Answer: B,C
NEW QUESTION 211
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue
- B. Validation Rules for Article Types to verify all fields during creation
- C. Knowledge Action to Publish an Article once the Article is approved
- D. Data Category to assign an Article Type to a Reviewer
Answer: B,D
NEW QUESTION 212
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Process Builder
- B. Visual Workflow
- C. Macros
- D. Lightning Knowledge
Answer: A
NEW QUESTION 213
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Web-to-Case forms
- B. Standard Email-to-Case
- C. Omni-Channel routing
- D. On-Demand Email-to-Case
Answer: B
NEW QUESTION 214
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Customize the pre-chat form.
- C. Configure a chat validation rule.
- D. Configure lightning guided engagement.
Answer: B
NEW QUESTION 215
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Mass Transfer Records, change sets, and Force.com migration tool
- C. Force.com migration tool, Force.com IDE, and change sets
- D. Data loader, change sets, and Force.com Excel Connector
Answer: C
NEW QUESTION 216
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. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 217
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Implement a customer self-service portal
- B. Enable agents to transfer calls to other agents
- C. Cross-train agents on both product lines
- D. Prioritize customer calls based on their SLA
Answer: A,C
NEW QUESTION 218
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Enforce a consistent standard of service for customer interaction
- B. Capture inappropriate word usage and generate reports
- C. Teach new agents how to handle difficult situations
- D. Lower the average speed of answer (ASA)
Answer: A,B
NEW QUESTION 219
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 article submission during case close.
- B. Enable suggested articles on new cases.
- C. Enable agents to create their own personal articles.
- D. Enable article customization for open cases.
- E. Create an email template to send articles as PDF attachments.
Answer: A,B,E
NEW QUESTION 220
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Types
- B. Service Console Knowledge Components
- C. Service Console Profile Assignments
- D. Data Categories and Article Actions
Answer: A,B
NEW QUESTION 221
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 account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 222
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Keyboard Shortcuts
- B. Quick Text
- C. Case hover
- D. Dynamic list updates
- E. Multi -monitor support
Answer: A,D,E
NEW QUESTION 223
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Plan and communicate the deployment to all users of the organization in advance.
- C. Ensure all users refrain from logging into production for an entire day prior to deployment.
- D. Select a window of time when users will NOT be making changes to the organization.
- E. Migrate a test deployment to a staging environment for a smoother real-life experience.
Answer: B,D,E
NEW QUESTION 224
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. Create Knowledge Articles and publish internally and publicly.
- B. Configure Omni-channel to assign cases directly to Tier 2.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure IVR routing to bypass Tier 1 for the product line.
Answer: A
NEW QUESTION 225
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. The chat transcripts and case are transferred
- C. Both Service Reps can chat with the customer
- D. The Customer doesn't know they were transferred
Answer: A,B
NEW QUESTION 226
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Install CTI adapter using open CTI
- B. Assign users to a call center
- C. Configure IVR auto response
- D. Configure call center definition
- E. Deploy Call Center Directory
Answer: A,B,D
NEW QUESTION 227
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- B. Import payment data into Salesforce and add to the contact page layout as a related list.
- C. Use Lightning Connect to connect and access data in real-time from the billing system.
- D. Create a custom tab of type URL that displays a search page from the billing system.
Answer: A,D
NEW QUESTION 228
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases by type by owner
- B. Number of cases created sorted by order
- C. Number of solutions created per agent
- D. Number of cases in each status
Answer: A,B
NEW QUESTION 229
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