2023 Latest CRT-261 Exam Dumps Recently Updated 200 Questions
Salesforce CRT-261 Real 2023 Braindumps Mock Exam Dumps
NEW QUESTION # 100
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 publication states 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 article actions to each team.
Answer: B
NEW QUESTION # 101
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Record Types
- B. Page Layouts
- C. Support Processes
- D. Omni-Channel
- E. Article Types
Answer: A,C,D
NEW QUESTION # 102
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat buttons.
- C. Verify that users have access to the chat public group.
- D. Verify that users are assigned the chat user profile.
Answer: A
NEW QUESTION # 103
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Install the Data Quality Analysis Dashboards from the AppExchange.
- B. Deduplicate the data before importing into Salesforce,
- C. Import the records and use Duplicate Management.
- D. Standardize all rows to match Salesforce data types.
- E. Import the records and create a workflow rule to change the data type.
Answer: B,C,D
NEW QUESTION # 104
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Developers can integrate with any telephony platform available with little to no need for customization.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: A,C
NEW QUESTION # 105
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Read/Write
- B. Visible in Portal
- C. Private
- D. Read Only
Answer: D
NEW QUESTION # 106
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Create a dashboard that includes articles submitted by agents and approved for publication.
- B. Require agents to check a box on the case when submitting a new suggested article.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Measure and reward agents based on the number of new articles approved for publication.
Answer: A,C
NEW QUESTION # 107
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Total number of account and contact records in the database
- C. Work order and customer contact escalation requirements
- D. Visibility and access to the work order records
- E. Account team relationship to the primary contact
Answer: A,C,D
NEW QUESTION # 108
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. Service Console Profile Assignments
- B. Service Console Knowledge Components
- C. Data Categories and Article Actions
- D. Data Categories and Article Types
Answer: B,D
NEW QUESTION # 109
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. Average handle time
- D. Abandon rate
Answer: A,D
NEW QUESTION # 110
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Data Category to assign an article record type to a Reviewer.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Validation Rules for article record types to verify all fields during creation.
Answer: B,D
NEW QUESTION # 111
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Customer Satisfaction
- B. Service-Level Measure
- C. Net Promoter Score
- D. Customer Engagement Score
Answer: C
NEW QUESTION # 112
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Route cases to agents in an alternate center.
- C. Deliver training on case handling for contingent staff.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Update the case status field values.
Answer: A,B,C
NEW QUESTION # 113
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Auto-response rules
- B. Workflow rules
- C. Validation rules
- D. Assignment rules
Answer: B
NEW QUESTION # 114
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.
- A. Create two data categories to display information (Question/Answer, Product Info).
- B. Create three article types for each product area (Personal Banking, Mortgage, CD).
- C. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- D. Create two article types to display information (Question/Answer, Product Info).
Answer: C,D
NEW QUESTION # 115
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Utility Bar
- B. Access to Knowledge Articles
- C. Unique page layouts for each Case Record Type
- D. Open multiple case records as tabs and sub tabs
Answer: B,C
NEW QUESTION # 116
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- B. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
Answer: D
NEW QUESTION # 117
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Configure Visual Flows on Salesforce mobile.
Answer: C
NEW QUESTION # 118
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to search a knowledge base.
- C. Allows customers to customize reports and dashboards
- D. Allows customers to customize their user interface
Answer: A,B
NEW QUESTION # 119
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Custom Component
- B. The Social Feed
- C. A Twitter Macro
- D. The Case Feed
Answer: D
NEW QUESTION # 120
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 121
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. Lightning Guided Engagement
- B. Quick Text
- C. Visual Workflow
- D. Macros
Answer: B,D
NEW QUESTION # 122
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles with the lowest rating.
- B. Knowledge articles created by call center agents.
- C. Knowledge search query with no results.
- D. Number of knowledge articles in each data category.
Answer: A,C
NEW QUESTION # 123
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Number of total cases handled
- B. Total number of solutions created by agent
- C. First contact resolution rate
- D. Average number of knowledge articles published
Answer: A,C
NEW QUESTION # 124
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Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
To become a Salesforce Certified Service Cloud Consultant, candidates are required to pass the CRT-261 exam, which consists of 60 multiple-choice questions that need to be completed within 105 minutes. CRT-261 exam is designed to assess the candidate's ability to design and implement customer service solutions using Salesforce tools and technologies. Candidates must have a solid understanding of the Salesforce Service Cloud platform, including its capabilities, features, and functionalities.
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