Aug 07, 2023 Detailed New CRT-261 Exam Questions for Concept Clearance [Q56-Q79]

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Aug 07, 2023 Detailed New CRT-261 Exam Questions for Concept Clearance

CRT-261 Exam Preparation Material with New CRT-261 Dumps Questions.

Salesforce CRT-261 is a certification exam designed for Service Cloud Consultants. CRT-261 exam is designed to test the candidates’ knowledge and skills in configuring and implementing Salesforce Service Cloud solutions. CRT-261 exam tests various aspects related to Service Cloud, such as designing and implementing contact centers, configuring case management, implementing Knowledge management, and integrating with other third-party systems. The Salesforce CRT-261 exam is a comprehensive and challenging exam that requires thorough preparation and an in-depth understanding of Service Cloud.

QUESTION 56
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

Social Customer Service

Service Console

Messaging

Chat

QUESTION 57
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

Average queue time per agent

Number of leads created

Opportunities per channel

Cost per call

Number of sales queues

QUESTION 58
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

QUESTION 59
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

Do multiple versions of the entitlements need to be created and maintained?

It support provoded on a periodic basis and renewed annually?

Do Service Agents need to determine whether a customer is eligible for support?

Will customers access selft service resources through Experince Cloud?

QUESTION 60
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?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

QUESTION 61
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

Customer view of case tab

Custom Visual force page

Custom report

Custom related list

QUESTION 62
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?

Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar related list on the case page layout.

QUESTION 63
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?

Configure Process Builder

Activate a Validation Rule

Define Case Escalation Rules

Create a Case Macro

QUESTION 64
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Hire contact center representatives that specialize in each of the product categories.

Make contact center representatives accessible 24/7 to distribute the call volume.

Redirect users from the company site to social media forums about the products.

Make knowledge base articles and community answers accessible on its website.

QUESTION 65
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?

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specific publication states to each group.

Assign article managers to publication teams and specific publication states to each team.

QUESTION 66
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

Email-to-Case

Salesforce for Outlook

Web-to-Case

On-Demand Email-to-Case

QUESTION 67
Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they can work more efficiently.
Which two features requires Service Cloud?

Open multiple case records as tabs and sub tabs

Unique page layouts for each Case Record Type

Utility Bar

Access to Knowledge Articles

QUESTION 68
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

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

QUESTION 69
Universal Containers’ customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

An enterprise resource planning system

A knowledge management system

A workforce management system

A third -party mobile application platform

QUESTION 70
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?

Create a service cloud console to support all channel groupings.

Create an agent profile for each channel grouping.

Create a unique case page layout for each channel grouping.

Create an agent role for each channel grouping.

QUESTION 71
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

Force.com Sites with Knowledge and Email-to-Case

Visualforce and Self-Service Portal

Force.com Sites with Knowledge and Web-to-Case

Force.com Sites and High-Volume Customer Portal

QUESTION 72
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

Number of open cases per day

Number of new customers added

Number of closed cases on first call

Average number of days to close cases

Number of cases escalated

QUESTION 73
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?

Read Only

Visible in Portal

Private

Read/Write

QUESTION 74
What are three considerations when adding a report chart to a Console Component? Choose 3 answers

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report is a Summary or Matrix report.

The report contains a chart.

The report has a standard Report Type.

QUESTION 75
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

RESTful services with GET, POST, or PUT

Workflow-driven outbound messaging

Schedule batch Apex processing job

Visualforce page APEX SOAP async callout

QUESTION 76
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

Crreate an article action for each record type;assign record types to service agents

Create a page layout for each record type ;assign layouts to servce agents

Create a permission set for each record type ;assignpermisisons to service agents

create a data category for each product assign data categories to service agents.

QUESTION 77
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Number of cases closed by self-service users.

Average call handle time by team.

Number of Knowledge articles created each month.

Number of cases created using Communities by month.

QUESTION 78
Which application will allow a client to enable Ideas on a public website?

Partner portal

Self-service portal

Sites

Customer portal

QUESTION 79
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

Ability to determine if a customer has escalated a case in the past

Ability to specify unique service levels for each customer

Ability to prompt callers for the service contract number within IVR menus

Ability to enforce service levels with the time-dependent processes

Salesforce CRT-261 exam is a valuable certification for professionals who specialize in Service Cloud. It demonstrates their expertise in implementing and managing Salesforce Service Cloud solutions and can help them advance their careers in this field. By studying the exam guide, attending training courses, and taking practice exams, individuals can increase their chances of passing the exam and obtaining the certification.

CRT-261 2023 Training With 200 QA’s: https://www.braindumpsit.com/CRT-261_real-exam.html