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CRT-261 PDF Questions and Testing Engine With 199 Questions
The CRT-261 exam covers a variety of topics related to Service Cloud, including case management, knowledge management, interaction channels, and reporting and analytics. It is a 90-minute exam that consists of 60 multiple-choice questions, and it is available in both English and Japanese. To pass the exam, you will need to score at least 68%, and the exam fee is $200. Salesforce offers various resources to help you prepare for the exam, including official study guides, online training courses, and practice exams. With a Salesforce CRT-261 certification, you will be able to showcase your skills and expertise to potential employers and clients, and advance your career as a Service Cloud Consultant.
Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Certification Exam is designed for professionals who want to demonstrate their expertise in Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification exam is designed to validate the skills and knowledge required to implement and manage Service Cloud solutions in a customer-facing role. CRT-261 exam covers various topics such as case management, contact center management, data management, and analytics.
NEW QUESTION # 113
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the pre-chat form.
- B. Customize the lightning console that page.
- C. Configure lightning guided engagement.
- D. Configure a chat validation rule.
Answer: A
NEW QUESTION # 114
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Upload the files as Documents, then relate them to the migrated Articles.
- B. Use the Files Related List on each article to add files to your articles.
- C. Post the Files to the Chatter Feed on each Article.
- D. Use the Lightning Knowledge Migration Tool and choose 'include files'.
Answer: B
NEW QUESTION # 115
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A. Incorporate the additional requirements to the project scope and continue with the original project schedule.
- B. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
- C. Prepare a change order to account for the additional requirements and communicate the new project schedule.
Answer: C
Explanation:
When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery.
NEW QUESTION # 116
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
- A. Work on integrating with social media platforms.
- B. Focus on scalability for handling high inquiry volume.
- C. Emphasize continuous monitoring of chat.
Answer: B
Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
NEW QUESTION # 117
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Require agents to check a box on the case when submitting a new suggested article.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Create a dashboard that includes articles submitted by agents and approved for publication.
Answer: C,D
NEW QUESTION # 118
Universal conatiners 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. Reduce the number of fields displayed.
- B. Filter the views by case owner.
- C. Restrict visibility of the views.
- D. Remove filter criteria from the views.
Answer: A,B
NEW QUESTION # 119
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. Embedded Chat window
- B. Web-to-Case
- C. Contact requests
Answer: A
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 # 120
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
- A. Add data category groups.
- B. Enable Suggested Articles.
- C. Create synonym groups.
Answer: B
Explanation:
Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience.
NEW QUESTION # 121
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Activity Feed list
- B. On the Calendar right hand panel
- C. On a utility bar of the Lightning App
- D. On a record Highlights Panel
Answer: A,C
Explanation:
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages
NEW QUESTION # 122
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
- A. Bypass entitlement verification
- B. Use integrated voice response
- C. Use suggested Knowledge articles
- D. Increase the Call-to-Order ratio
Answer: B,C
NEW QUESTION # 123
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. SOS Video Chat
- B. Salesforce Knowledge
- C. Customer Community
- D. Field Service Lightning
Answer: A
NEW QUESTION # 124
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Field Service
- B. Visual Remote Assistant
- C. Incident Management
- D. Workforce Engagement
Answer: A
Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified References: 1: Field Service Overview
NEW QUESTION # 125
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, milestones, milestone actions, and entitlements
- B. Entitlement processes, contracts, contract line Items, and entitlements
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION # 126
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Utilize KCS to manage Knowledge
- B. Create a Customer Community
- C. Add Live Agent to public-facing sites
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: A,C,D
NEW QUESTION # 127
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge Component to the Case record page.
- B. Add Knowledge Data Categories to each Case.
- C. Add the Knowledge related list to the Case record page.
- D. Add the Knowledge tab to the Service Console.
Answer: A
Explanation:
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 128
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- B. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- C. A sharing rule to ensure record access is granted based on criteria of the case.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: C
NEW QUESTION # 129
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. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Create a central "Contact Us" page which provides access to all available channels.
Answer: A,D,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 # 130
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
- A. Prepare, Plan, Test, Validate, Execute
- B. Plan, Prepare, Execute, Test, Validate
- C. Plan, Prepare, Test, Execute, Validate
Answer: C
Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
NEW QUESTION # 131
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
- A. Configure a self-service Knowledge Base.
- B. Configure Skills-Based Routing for service channels.
- C. Create auto-response templates for Case emails.
Answer: A
Explanation:
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
NEW QUESTION # 132
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. They are higher in the Role Hierarchy than a Queue Member
- C. All of the above
- D. They have a Contact Manager Profile
- E. They are members of that Queue
Answer: B,E
NEW QUESTION # 133
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Elements can be used to update fields in the database.
- C. Apex code must be used to update fields in the database.
- D. Apex code must be used to pass data to legacy systems.
- E. Only one version of a flow can be activated at a time.
Answer: A,B,E
Explanation:
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]
NEW QUESTION # 134
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. The Customer doesn't know they were transferred
- C. The Customer is shown the new Rep's name
- D. Both Service Reps can chat with the customer
Answer: A,C
NEW QUESTION # 135
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Chat Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
Answer: D
NEW QUESTION # 136
What should a consultant recommend service agents use?
- A. Recommendation Strategy Metrics related list.
- B. Paused now interviews Lightning Component.
- C. Einstein Next Best Action Strategy Guilder.
- D. History tab on the Actions & Recommendations comporent.
Answer: D
Explanation:
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History
NEW QUESTION # 137
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
- A. Experience Cloud sites
- B. Einstein Bots
- C. Messaging In-app and Web (MIAW)
Answer: C
Explanation:
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
NEW QUESTION # 138
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