View CRT-261 Exam Question Dumps With Latest Demo [Nov 13, 2024]
Free CRT-261 Test Questions Real Practice Test Questions
Salesforce CRT-261 exam consists of 60 multiple-choice questions that need to be completed within 105 minutes. Candidates who pass the exam will be awarded the Salesforce Certified Service Cloud Consultant certification. Certification Preparation for Service Cloud Consultant certification is valid for two years and can be renewed by completing further training or by taking a recertification exam. Salesforce Certified Service Cloud Consultants are highly sought-after professionals, and the certification can open up a wide range of career opportunities.
Salesforce CRT-261 certification exam is an excellent way for professionals to demonstrate their expertise in designing and implementing Service Cloud solutions. By covering a range of topics and testing candidates' ability to design and implement a Service Cloud solution, this certification provides a comprehensive measure of a candidate's knowledge and skills. Obtaining this certification can help professionals advance their careers and demonstrate their commitment to ongoing learning and professional development.
The Salesforce CRT-261 exam is composed of 60 multiple-choice questions and takes 105 minutes to complete. The passing score for the exam is 67%, and it is available in English, Japanese, and Portuguese. CRT-261 exam can be taken online, and candidates must register for it through the Salesforce website.
NEW QUESTION # 34
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Enable the Moderation feature to automatically create cases from posts.
- C. Create and assign permission sets to give agents social account access.
- D. Retrieve Social Studio credentials.
Answer: B,C
NEW QUESTION # 35
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
- A. Assigned Work
- B. Agent Detail
- C. Agent Work
Answer: C
Explanation:
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
NEW QUESTION # 36
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. Create a central "Contact Us" page which provides access to all available channels.
- B. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- E. Optimize the customer community for mobile devices to have access to the same support as desktops.
Answer: A,C,E
Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
NEW QUESTION # 37
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data mapping
- B. Data Cleansing
- C. Data Normalization
- D. Activate data validation rules
Answer: A,B
NEW QUESTION # 38
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Assign users the Service Cloud User feature license.
- B. Set up users and assign them to a queue.
- C. Set up interaction logs and assign them to user profiles.
- D. Customize case list views.
- E. Customize highlights panels for all objects.
Answer: A,C,E
NEW QUESTION # 39
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define a Custom Field to identify the Subject.
- B. Define Topics for each Knowledge article.
- C. Define Data Categories with Custom Visibility.
- D. Define Article Types with Public Sharing Settings.
Answer: B
NEW QUESTION # 40
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Field Service Scheduler
- B. Workforce Engagement Self Scheduling
- C. Visual Remote Assistant
- D. Omni-Channel Routing
Answer: A
NEW QUESTION # 41
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Create a Lightning Platform app for Facebook monitoring.
- B. Integrate Facebook to its existing Customer Community.
- C. Enable Salesforce social profile on contacts.
- D. Enable Social Customer Service.
Answer: C
NEW QUESTION # 42
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
- A. Contact requests
- B. Web-to-Case
- C. Embedded Chat window
Answer: C
Explanation:
To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company's website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.
NEW QUESTION # 43
Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product. Assign data categories to service agents.
- B. Create an article action for each record type. Assign record types to service agents.
- C. Create a permission set for each record type. Assign permissions to service agents.
Answer: A
Explanation:
Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.
NEW QUESTION # 44
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. DynamicDahsbaord by Call Center
- B. Case report grouped by call center
- C. Reporting Snapshots by call center
- D. Report Subscriptions by call center
Answer: C
Explanation:
Explanation
Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5
NEW QUESTION # 45
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Streamline the agent interface.
- C. Offer supports through Facebook and twitter.
- D. Implement team productivity dashboards.
Answer: A,B
NEW QUESTION # 46
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users have access to the Chat public group.
- B. Verify that users are assigned the Chat feature license.
- C. Verify that users have access to the Chat buttons.
- D. Verify that users are assigned the Chat user profile
Answer: B
Explanation:
Explanation
Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses
NEW QUESTION # 47
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 analytical snapshots to capture key case information and create historical trending reports
- B. Set up a Salesforce Customer Community that will allow customers to create cases online
- C. Create 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: B,D
Explanation:
These are two recommendations that can help decrease customer wait times when they call in for support.
Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified References: : https://help.salesforce.com
/s/articleView?id=sf.networks_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
networks_self_service.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5
NEW QUESTION # 48
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. Create an Entitlement Process.
- C. Set up Milestones.
- D. Enable Work Orders.
Answer: B,C
NEW QUESTION # 49
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?
- A. Create a Case Macro.
- B. Create a Validation Rule.
- C. Create an action on Case,
Answer: A
Explanation:
To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight.
NEW QUESTION # 50
......
View All CRT-261 Actual Free Exam Questions Updated: https://torrentpdf.exam4tests.com/CRT-261-pdf-braindumps.html