Share Latest Jul-2023 CRT-261 DUMP with 200 Questions and Answers
PDF Dumps 2023 Exam Questions with Practice Test
Who should take the CRT-261 exam
The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
Salesforce CRT-261 exam is a computer-based test that is administered by Salesforce. CRT-261 exam consists of 60 multiple-choice questions and lasts for 105 minutes. The passing score for the exam is 68%. CRT-261 exam is available in English, Japanese, and Spanish languages. Certification Preparation for Service Cloud Consultant certification is valid for two years, after which the candidate is required to retake the exam to maintain their certification.
Salesforce CRT-261 is a certification exam designed to test the knowledge and skills of individuals seeking to become certified Service Cloud Consultants. CRT-261 exam is designed to assess the candidate's knowledge of Service Cloud implementation, configuration, and customization. It is a comprehensive exam that covers a wide range of topics, including case management, contact center integration, knowledge management, and service cloud analytics.
NEW QUESTION # 28
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Use Assignment rules and case queues.
- B. Simplify the interactive voice response (IVR) tree.
- C. Add additional agents to lower average hold time.
- D. Set up Email-to-Case.
Answer: B,C
NEW QUESTION # 29
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 Topics for each Knowledge article.
- B. Define Article Types with Public Sharing Settings.
- C. Define Data Categories with Custom Visibility.
- D. Define a Custom Field to identify the Subject.
Answer: A
NEW QUESTION # 30
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Email-to-Case
- C. Web-to-Case
- D. Case submitted using chat
Answer: A
NEW QUESTION # 31
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Simpler and easier to configure
- C. Better reporting
- D. Access to custom objects
Answer: A,C,D
NEW QUESTION # 32
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One within the Salesforce Console for Service.
- B. Activate Knowledge One on the case detail page.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
Answer: A
NEW QUESTION # 33
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. Create case escalation rules to route high priority cases directly to supervisors for resolution
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- D. Set up analytical snapshots to capture key case information and create historical trending reports
Answer: A,C
NEW QUESTION # 34
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. An AppExchange package
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. web-to-Case
Answer: C
NEW QUESTION # 35
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Implement a customer self-service portal
- B. Prioritize customer calls based on their SLA
- C. Cross-train agents on both product lines
- D. Enable agents to transfer calls to other agents
Answer: A,C
NEW QUESTION # 36
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?
- A. Read Only
- B. Visible in Portal
- C. Read/Write
- D. Private
Answer: A
NEW QUESTION # 37
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Search Activity Gaps
- B. Top Articles sorted descending
- C. Most Linked Articles
- D. Most Revised Articles
Answer: B
NEW QUESTION # 38
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- C. Configure the agent console and display the articles, case view, and external system custom object
- D. Create a custom Visualforce page to display case list view, external system, and knowledge articles
Answer: A
NEW QUESTION # 39
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to customize their user interface
- B. Allows customers to customize reports and dashboards
- C. Allows customers the ability to collaborate
- D. Allows customers to search a knowledge base.
Answer: C,D
NEW QUESTION # 40
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Create auto response templates for emails.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: B,D
NEW QUESTION # 41
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
- A. Reorganize Into a hierarchy with 6 or fewer levels.
- B. Assign up to 10 data categories per category group to each article.
- C. Organize up to 200 categories in each category group.
- D. Consolidate into 3 or fewer category groups.
Answer: B
NEW QUESTION # 42
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Define Case Auto-Response Rules.
- B. Create a Process Builder with Scheduled Actions.
- C. Configure Case Escalation Rules.
- D. Establish Case Assignment Rules.
Answer: A
NEW QUESTION # 43
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Select a window of time when users will NOT be making changes to the organization.
- B. Migrate a test deployment to a staging environment for a smoother real-life experience.
- C. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- D. Plan and communicate the deployment to all users of the organization in advance.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: A,B,D
NEW QUESTION # 44
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Order Management System
- C. Automatic Call Distribution
- D. Interactive Voice Response
Answer: D
NEW QUESTION # 45
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
- A. Workflow rule
- B. Validation rules on case process field
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION # 46
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Configure Chatter for public access
- C. Create a Customer Community
- D. Utilize KCS to manage Knowledge
- E. Add Live Agent to public-facing sites
Answer: A,D,E
NEW QUESTION # 47
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. Both Service Reps can chat with the customer
- B. The chat transcripts and case are transferred
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
Answer: B,D
NEW QUESTION # 48
What is the capability of case feed?
- A. Switch from case feed to standard detail pages using a console component
- B. Add custom visual force pages to the case feed page layout.
- C. Embed case feed functionality within a visual force page.
- D. Enable call control using the CTI case feed publisher.
Answer: C
NEW QUESTION # 49
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