Real Salesforce CRT-261 Exam Dumps with Correct 197 Questions and Answers
Valid CRT-261 Test Answers & Salesforce CRT-261 Exam PDF
Salesforce CRT-261 exam covers a wide range of topics, including service cloud architecture, implementation, and management. It focuses on the knowledge and skills required to design and implement service cloud solutions that are tailored to meet the unique needs of each client.
Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Exam is a certification that is designed for professionals who want to prove their expertise in the implementation and management of Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who are interested in advancing their careers in the customer service and support field. It is also perfect for those who desire to demonstrate their knowledge of Salesforce Service Cloud and its related technologies.
NEW QUESTION # 111
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Create a central "Contact Us" page which provides access to all available channels.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Answer: A,B,C
NEW QUESTION # 112
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Web-to-Case
- C. Case Assignment Rules
- D. Customer Community
Answer: A
Explanation:
Explanation
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
NEW QUESTION # 113
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Web-to-Case forms
- B. On-Demand Email-to-Case
- C. Omni-Channel routing
- D. Standard Email-to-Case
Answer: D
NEW QUESTION # 114
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. On-Demand Email-to-case
- C. Omni channel routing
- D. Web to case forms
Answer: A
Explanation:
Explanation
Standard email to case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Standard email to case can handle emails with attachments up to 25 MB in size (minus any text in the email). Standard email to case also preserves email formatting and supports HTML emails with embedded images. Standard email to case is suitable for creating 4000 - 5000 new cases a day, as well as allowing customers to attach documents under 25 MB by email. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 115
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report contains a chart.
- B. The report chart is added to the Page Layout.
- C. The report is shared with a Chatter Group.
- D. The report has a standard Report Type.
- E. The report is a Summary or Matrix report.
Answer: A,E
NEW QUESTION # 116
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Public Solutions
- B. Configure Content Library permission
- C. Publish Articles to external channels
- D. Enable Article deliveries
- E. Assign Article types to the Community
Answer: A,C,E
NEW QUESTION # 117
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. Configure Service Contracts.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION # 118
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Track not promoter scores as part of an automated survey after case closure for every cote.
- B. Benchmark the average cases per agent versus the team average across each case channel
- C. Track the average calls per day, average cases per agent, and average cases per case type.
- D. Measure difference in CSAT ol cases with and without articles attached.
Answer: A
Explanation:
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 119
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. Assign the correct Salesforce users to the Call Center.
- B. Create a softphone layout and assign to user profiles.
- C. Enable Live Agent in their community to chat with an agent.
- D. Assign the Salesforce CTI license to Salesforce users.
- E. Install an adapter from AppExdiange to work with third-party CTI systems.
Answer: A,B,E
Explanation:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic
NEW QUESTION # 120
Which metric influences customer satisfaction? Choose 2 answers
- A. Cost per call
- B. Call quality
- C. First call resolution
- D. After call work
Answer: B,C
NEW QUESTION # 121
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?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: C
NEW QUESTION # 122
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Visibility and accesst to the work order records
- C. Work order and customer contact escalation requiements
- D. Accoun team relationship to the primary contact
- E. Total number of accound and contact records in the database
Answer: A,B,C
NEW QUESTION # 123
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Macros
- B. Visual Workflow
- C. Lightning Guided Engagement
- D. Quick Text
Answer: A,D
NEW QUESTION # 124
Using Import Wizard, how many Asset records can you import at a time?
- A. 100,000
- B. 0
- C. 1
- D. 50,000
- E. You cannot import Assets via Import Wizard
Answer: E
NEW QUESTION # 125
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Use case auto-response rules to send an email to support managers within one hour of case creation.
- B. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- C. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- D. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
Answer: C
NEW QUESTION # 126
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Add additional agents to lower average hold time.
- B. Set up Email-to-Case.
- C. Use Assignment rules and case queues.
- D. Simplify the interactive voice response (IVR) tree.
Answer: B,D
NEW QUESTION # 127
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Ensure all users refrain from logging into production for an entire day prior to deployment.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,C,E
NEW QUESTION # 128
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases on their product specialization
- B. Create an article action for each record type and assign them to each team based on their product specialization
- C. Create a permission set for each record type and assign them to each team based on their product specialization
- D. Create a page layout for each article type and assign them to each team based on their product specialization
Answer: A
NEW QUESTION # 129
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, contracts, contract line Items, and entitlements
- C. Entitlement processes, milestones, milestone actions, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: C
Explanation:
Explanation
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 130
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. Salesforce Connect
- B. External Objects
- C. Custom Objects
- D. Middle-tier integration
Answer: A,B
Explanation:
Explanation
Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5
NEW QUESTION # 131
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