CRT-261 Dumps with Practice Exam Questions Answers
CRT-261 by Salesforce Service Cloud Consultant Actual Free Exam Practice Test
The benefit in Obtaining the CRT-261 Exam Certification
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
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NEW QUESTION 173
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Deliver training on case handling for contingent staff.
- C. Route cases to agents in an alternate center.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Update the case status field values.
Answer: A,B,C
NEW QUESTION 174
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use integrated voice response
Answer: A,D
NEW QUESTION 175
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
- A. Who can approve and manage the information published.
- B. Where call center support agents are located.
- C. What types of information they need to publish.
- D. When the knowledge maintenance window is available.
- E. How information should be categorized.
Answer: A,C,E
NEW QUESTION 176
Universal Containers 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. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 177
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: C
NEW QUESTION 178
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 assignment rules to assign the case to a case queue
- B. Use auto-response rules to send an email to the customer
- C. Use workflow rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
Answer: C
NEW QUESTION 179
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Tiered data strategy
- B. Divisions
- C. Custom search
- D. Custom indexes
- E. Record types
Answer: A,B,D
NEW QUESTION 180
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Answer: D
NEW QUESTION 181
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different article types.
- B. Create at least two different approval processes.
- C. Grant managers the Manage Data Categories permission.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different data categories.
Answer: A,B,D
NEW QUESTION 182
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Set up a Salesforce Customer Community that will allow customers to create cases online.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Answer: A,D
NEW QUESTION 183
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Macros
- B. Enable the Support Process for default email templates
- C. Implement Email-To-Case
- D. Implement Quick Text
- E. Enable the support setting for default email templates
Answer: A,D,E
NEW QUESTION 184
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Send routine status updates to customers via Chatter during the upgrade.
- B. Communicate information about the upgrade to customers in advance.
- C. Notify customers once the upgrade is completed and full services are restored.
- D. Replace the default outage page with a custom page containing upgrade information.
- E. Publish ongoing updates to the community knowledge base with details about the upgrade.
Answer: B,C,D
NEW QUESTION 185
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases in each status
- C. Number of solutions created per agent
- D. Number of cases by type by owner
Answer: A,D
NEW QUESTION 186
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.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to determine if a customer has escalated a case in the past
- C. Ability to specify unique service levels for each customer
- D. Ability to prompt callers for the service contract number within IVR menus
Answer: C,D
NEW QUESTION 187
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average handle time
- D. Average days to close
Answer: A,B
NEW QUESTION 188
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Enable service contracts and entitlements
- B. Leverage Live Agent for web-based chat
- C. Implement Salesforce Knowledge on a portal
- D. Implement Service Cloud console to support agents
Answer: B,C
NEW QUESTION 189
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Service contracts
- C. Contacts
- D. Products
Answer: B,C
NEW QUESTION 190
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. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 191
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
- A. Build an adapter using the telephony vendor's toolkit.
- B. Move to a cloud -based telephony system.
- C. Implement an adapter using the Telephony API.
- D. Implement an adapter built on Open CTI.
Answer: D
NEW QUESTION 192
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
Answer: C
NEW QUESTION 193
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Web self service
- D. Email to case
Answer: C
NEW QUESTION 194
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CRT-261 dumps & Salesforce Service Cloud Consultant sure practice dumps: https://drive.google.com/open?id=1c4C2Cu12Jv-FiiQxnwqhhVNB-hLpyGuH
