Updated Feb 26, 2022 CRT-261 Exam Dumps - PDF Questions and Testing Engine
New (2022) Salesforce CRT-261 Exam Dumps
CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Implementation Strategies 19%
- Service Cloud Solution Design 19%
- Interaction Channels 9%
- Industry Knowledge 22%
- Integration and Data Management 6%
- Knowledge Channels 9%
NEW QUESTION 90
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average number of articles attached to a case
- B. Average number of activities per case
- C. Average customer satisfaction score by case
- D. Total number of cases by origin
Answer: A,B
NEW QUESTION 91
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Case Auto -Response Rules
- B. Visual Workflow
- C. Case Assignment Rules
- D. Omni -Channel
Answer: D
NEW QUESTION 92
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Reads the case
- B. All of the above
- C. Adds a related comment to the case
- D. Edits the case
- E. Adds an activity or sends an email from the case record
Answer: D
NEW QUESTION 93
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can be part of a case team
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can download and view content
Answer: C
NEW QUESTION 94
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show the number of cases for each tier and sort them by case owner.
- B. Create a case report to show all cases across tiers filtered by an escalation flag.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create an approval process to ensure only the appropriate cases get escalated.
Answer: B
NEW QUESTION 95
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Live Agent
- B. Interactive Voice Response
- C. Social Customer Service
- D. Computer Telephone Integration
Answer: A,C
NEW QUESTION 96
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 97
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 98
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Use Process Builder with Scheduled Actions
- B. Define Entitlement and Milestones.
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: B
NEW QUESTION 99
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 Twitter Macro
- B. The Social Feed
- C. A Custom Component
- D. The Case Feed
Answer: D
NEW QUESTION 100
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce Knowledge
- B. Live Agent
- C. Salesforce for Twitter
- D. Open CTI
Answer: A
NEW QUESTION 101
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Case Assignment Rules to use Queues.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Omni-Channel Routing Model as Least Active.
Answer: C
NEW QUESTION 102
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: B
NEW QUESTION 103
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent profile for each channel grouping.
Answer: B
NEW QUESTION 104
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 roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION 105
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Customer Community
- B. SOS Video Chat
- C. Salesforce Knowledge
- D. Field Service Lightning
Answer: B
NEW QUESTION 106
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
Answer: D
NEW QUESTION 107
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 Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
Answer: D
NEW QUESTION 108
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 a case queue for all created or updated cases.
- B. Create an email alert notification for Case Teams.
- C. Create a case report that displays all created or updated cases.
- D. Create a case list view that is filtered by My Case Teams.
Answer: A,B
NEW QUESTION 109
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Configure content library permissions
- B. Enable public solutions.
- C. Assign article types to the communities
- D. Enable article deliveries
- E. Publish articles to external channels
Answer: B,C,E
NEW QUESTION 110
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 111
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Salesforce CRT-261 Exam Reference
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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