Free CRT-261 Braindumps Download Updated on Aug 24, 2023 with 200 Questions
Salesforce CRT-261 Exam Practice Test Questions
Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) is a certification exam designed for professionals who want to validate their expertise in the Salesforce Service Cloud Consultant field. The Service Cloud Consultant certification is a must-have for professionals who want to demonstrate their knowledge of Salesforce Service Cloud features and their ability to devise solutions that meet the service requirements of their clients. The CRT-261 exam is designed to test the candidates' knowledge of the Service Cloud Consultant role, their ability to design and implement complex Service Cloud solutions, and their ability to manage Service Cloud implementation projects.
The Service Cloud is a powerful tool that allows businesses to provide top-notch customer service across multiple channels, including phone, email, chat, and social media. The Salesforce CRT-261 Certification Exam covers a wide range of topics related to the Service Cloud, including case management, knowledge management, omni-channel routing, service console customization, and more. Passing CRT-261 exam demonstrates that a professional has the skills and knowledge necessary to design, implement, and manage a Service Cloud solution for their organization.
NEW QUESTION # 18
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Accepts attachments from emails
- B. Requires the use of Transport Layout Security (TLS)
- C. Handles more the 10,000 emails a day
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION # 19
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Character Limit
- C. Chat Window Title
- D. Chat Visitor Browser
Answer: A,D
NEW QUESTION # 20
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. Bookmark all the comments related to the issue from SMEs
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. @mention the SMEs on the case Chatter feed and follow the case
- D. Follow the SMEs to receive automatic updates when they add case comments
Answer: C
NEW QUESTION # 21
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create an article action for each record type; assign record types to service agents.
- B. Create a page layout for each record type; assign layouts to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: D
NEW QUESTION # 22
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable agents to create their own personal articles.
- B. Create an email template to send articles as PDF attachments.
- C. Enable article customization for open cases.
- D. Enable article submission during case close.
- E. Enable suggested articles on new cases.
Answer: B,D,E
NEW QUESTION # 23
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 allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Visual Workflow
- C. Case Auto-Response Rules
- D. Case Assignment Rules
Answer: A
NEW QUESTION # 24
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION # 25
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 article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 26
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Knowledge articles attached to the case
- B. Products and assets associated to the case
- C. Articles appearing in the Knowledge sidebar
- D. Contract details related to the entitlement
Answer: A
NEW QUESTION # 27
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use auto-response rules to send an email to the customer
- B. Use escalation rules to assign the case to a case queue
- C. Use workflow rules to send an email to the customer
- D. Use assignment rules to assign the case to a case queue
Answer: C
NEW QUESTION # 28
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Einstein Reply Recommendations
- B. Einstein Next Best Action
- C. Validation Rules
- D. Service Analytics Predictions
Answer: D
NEW QUESTION # 29
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. create a lightning email template to sned artilce to customer
- C. Create a macro to send an email with the article to customer
- D. create a workflow email alert to send the artilce to the customer
Answer: B
NEW QUESTION # 30
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?
- A. An enterprise resource planning system
- B. A third -party mobile application platform
- C. A workforce management system
- D. A knowledge management system
Answer: A
NEW QUESTION # 31
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
- A. Number of Knowledge articles created each month.
- B. Number of cases created using Communities by month.
- C. Average call handle time by team.
- D. Number of cases closed by self-service users.
Answer: B,D
NEW QUESTION # 32
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
- A. Enable Omni Channel in Setup.
- B. Assign Users to the Omni Channel Feature License.
- C. Contact Salesforce to have Omni Channel enabled.
- D. Assign Users to Omni Channel permissions.
Answer: A
NEW QUESTION # 33
Which method can be used to route cases from social channels?
- A. Enable Social Network Profile and add assignment rules to the case object.
- B. use Twitter-to-case and add workflow rules to the case object.
- C. Enable Social Customer Service and add assignment rules to the case object.
- D. Enable Social Network Profile and add workflow rules to the contact object.
Answer: C
NEW QUESTION # 34
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Access to Knowledge Articles
- C. Unique page layouts for each Case Record Type
- D. Utility Bar
Answer: B,C
NEW QUESTION # 35
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
Answer: B
NEW QUESTION # 36
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Emall-to-Case
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION # 37
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. Automatic call distributor and interactive voice response
- B. Workforce management and customer satisfaction score
- C. Agent skill-based routing and predictive dialer
- D. Average handling time and first call resolution time
Answer: A
NEW QUESTION # 38
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. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Provide a macro that will automatically create the activities when executed.
- D. Add an object-specific custom quick action to create new activities.
Answer: C
NEW QUESTION # 39
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