Free Salesforce CRT-261 Exam Questions & Answer from Training Expert BraindumpsIT [Q132-Q148]

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Free Salesforce CRT-261 Exam Questions and Answer from Training Expert BraindumpsIT

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Who should take the CRT-261 exam

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.

NO.132 Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Developers can embed API calls and processes on web pages to automate call handling processes.

Developers can integrate with any telephony platform available with little to no need for customization.

Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

NO.133 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.

Implement a customer self-service portal

Enable agents to transfer calls to other agents

Cross-train agents on both product lines

Prioritize customer calls based on their SLA

NO.134 Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager’s dashboard? Choose 3 answers

Number of Portal Logins per Day

Knowledge Article Usage

Average Call Handle Time

Cases by Support Channels

Escalated Calls

NO.135 Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents’ desktop based on their assigned interaction channels.
What is the best solution?

Create multiple agent console applications and configure the Iayout based on the user’s requirements.

Create multiple Salesforce Console for Service applications and configure them based on user’s requirements.

Create case page layouts for each interaction channel and assign them to different agent profiles.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

NO.136 Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

Prepare, Plan, Text, Execute, Validate

Prepare, Plan, Validate, Execute, Text

Plan, Prepare, Test, Execute, Validate

Plan, Prepare, Validate, Execute, Text

NO.137 Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

NO.138 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

Build a customer visual force page with the list view and assign it to the console sidebar.

Configure the case list under custom console components so users can view the list view along with the case view

Recommend opening the case list view in a separate browser tab and use the window alongside the case view

NO.139 Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

NO.140 How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.

Add the Knowledge tab to the Console app.

Create email templates with Knowledge Articles attached.

Add the Suggested Article widget to the Case page layout.

NO.141 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

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

NO.142 What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

Streamline the agent interface.

Enable templates for written responses.

Offer supports through Facebook and twitter.

Implement team productivity dashboards.

NO.143 UC is in the process of implementing Service Cloud. In which order should the data be migrated?

Users, accounts, contacts, cases

Accounts, contacts, cases, users

Users, contacts, accounts, cases

Accounts cases, users, contacts

NO.144 Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers

What types of information they need to publish.

Who can approve and manage the information published.

How information should be categorized.

Where call center support agents are located.

When the knowledge maintenance window is available.

NO.145 Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps’ responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

Configure Omni-Channel Supervisor tab and 3rd party access.

Configure Live Agent Supervisor tab and Whisper Messages.

Add the Live Agent Component to the Utility bar.

Configure the SOS snap-in for the Lightning Service Console.

NO.146 Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the Case Feed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

NO.147 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?

Verify that users have access to the chat buttons.

Verify that users are assigned the chat user profile.

Verify that users have access to the chat public group.

Verify that users are assigned the chat feature license.

NO.148 Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer’s problem via the call center.
What functionality should a consultant recommend to satisfy the UC’s need?

omni Channel

Contact Request

Field Service

Mobile Connect

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