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NEW QUESTION 138
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: B
NEW QUESTION 139
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION 140
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. Follow the SMEs to receive automatic updates when they add case comments
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. Bookmark all the comments related to the issue from SMEs
- D. @mention the SMEs on the case Chatter feed and follow the case
Answer: D
NEW QUESTION 141
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. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- C. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: A
NEW QUESTION 142
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Add an object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 143
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 144
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Agent skill-based routing and predictive dialer
- B. Automatic call distributor and interactive voice response
- C. Workforce management and customer satisfaction score
- D. Average handling time and first call resolution time
Answer: B
NEW QUESTION 145
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the custom fields for the slide type
- B. Set up the article actions and assign publishers to each action
- C. Set the publication status of the article tame to draft status
- D. Create the data categories and set up the data category values.
- E. Set up a zip file that contains the CSV, HTML, and image files.
Answer: B,D,E
NEW QUESTION 146
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, contract line items, milestones, and entitlements
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: B
NEW QUESTION 147
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Contact Salesforce to have Omni Channel enabled
- B. Assign Users to the Omni Channel Feature License
- C. Enable Omni Channel by clicking Settings in Setup
- D. Assign Users to Omni Channel permissions
Answer: C
NEW QUESTION 148
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Cross-sell promotions for agents
- C. Decision-based troubleshooting for agents
- D. Caller verification and creation of a new case
- E. Field validation during case creation
Answer: B,C,D
NEW QUESTION 149
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Set up Milestones.
- B. Configure Service Contracts.
- C. Enable Work Orders.
- D. Create an Entitlement Process.
Answer: A,D
NEW QUESTION 150
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Assign the Salesforce users to the Call Center.
- C. Install an adapter from AppExchange to work with third-party CTI systems
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Create a SoftPhone layout and assign to user profiles
Answer: B,C,E
NEW QUESTION 151
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 152
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: C,D
NEW QUESTION 153
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Omni-Channel with prioritized queues
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Standard Web-to-Case with assignment rules
Answer: B
NEW QUESTION 154
What is a benefit of a customer community? Choose 2 answers.
- A. Eliminates the need to track service level agreements
- B. Eliminates the need for support agents
- C. Enables customers to log inquires without contacting an agent
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION 155
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. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Data Category to assign an article record type to a Reviewer.
Answer: C,D
NEW QUESTION 156
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 157
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Create a softphone layout and assign to user profiles.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,B,E
NEW QUESTION 158
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Create a custom object for each step in the process
- B. Use Visualforce to create a wizard for each process
- C. Use Visual Workflow to streamline the process
- D. Organize the fields on the page layout to match each process
Answer: C,D
NEW QUESTION 159
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Create a separate .csv for each article type
- B. Use the data loader to import unstructured articles
- C. Use change sets to import data categories
- D. Map articles with HTML sections to rich text area fields
Answer: B,D
NEW QUESTION 160
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs with Case Subtabs
- B. Account tab with Cases related list
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: B
NEW QUESTION 161
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 Actions
- B. Service Console Knowledge Components
- C. Data Categories and Article Types
- D. Service Console Profile Assignments
Answer: B,C
NEW QUESTION 162
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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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