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The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
NEW QUESTION 80
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Public groups
- B. Escalation rule
- C. Chatter groups
- D. Mass email
Answer: C
NEW QUESTION 81
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Define case auto-response rules.
- B. Estabalish case assignment rules.
- C. Use Flow Builder to create a flow with scheduled path.
- D. Configure case escalation rules.
Answer: A
NEW QUESTION 82
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Knowledge.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Content.
- D. Implement Employee Communities with Content.
Answer: A
NEW QUESTION 83
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 84
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. Define Case Escalation Rules
- B. Configure Process Builder
- C. Create a Case Macro
- D. Activate a Validation Rule
Answer: C
NEW QUESTION 85
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. They have a Contact Manager Profile
- C. They are members of that Queue
- D. They are higher in the Role Hierarchy than a Queue Member
- E. All of the above
Answer: C,D
NEW QUESTION 86
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Case escalation
- B. Omni-channel
- C. Case milestones
- D. Entitlements
Answer: A,B,D
NEW QUESTION 87
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Omni channel
- C. Appexchange solution
- D. Custom lightning component
Answer: A
NEW QUESTION 88
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Follow-up emails related to a case will update the case comments
- C. Only one inbound email address can be used for Email-to-Case
- D. Assignment, escalation, and workflow rules are processed on inbound emails
Answer: A,B
NEW QUESTION 89
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Supervisors to investigate those cases
- C. Use escalation rule to send an email
- D. Identify those cases and assign to the closure team
Answer: B,D
NEW QUESTION 90
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case age report type.
- B. Create a report using the case historical trending report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case snapshot report type.
Answer: C
NEW QUESTION 91
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Customer Support Requests
- B. Net promoter Score
- C. Service Level Agreement
- D. Customer Purchase History
- E. customer satisfaction Survey
Answer: B,D,E
NEW QUESTION 92
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of articles associated to cases.
- B. Number of published article views.
- C. Number of Chatter files attached to cases.
- D. Number of successful keyword searches.
- E. Number of content packs attached to cases.
Answer: A,C,D
NEW QUESTION 93
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Chat
- B. Escalation Rules
- C. Facebook Messaging
- D. Case Auto-Response
Answer: A,D
NEW QUESTION 94
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. Lightning Console enablement
- C. CTI Adapter configuration
- D. Service Console case creation configuration
Answer: A,C
NEW QUESTION 95
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION 96
Universal conatiners 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. Restrict visibility of the views.
- B. Filter the views by case owner.
- C. Reduce the number of fields displayed.
- D. Remove filter criteria from the views.
Answer: B,C
NEW QUESTION 97
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Case Assignment Rules
- B. Omni Channel
- C. Live Agent
- D. Process Builder Assignment
Answer: B
NEW QUESTION 98
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Configure Chatter for public access
- C. Add Live Agent to public-facing sites
- D. Create a Customer Community
- E. Utilize KCS to manage Knowledge
Answer: A,C,E
NEW QUESTION 99
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Salesforce for Outlook
Answer: C
NEW QUESTION 100
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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.
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