Latest Oct-2024 Salesforce CRT-261 Dumps Updated 199 Questions
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NEW QUESTION # 92
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat buttons.
- C. Verify that users are assigned the chat user profile.
- D. Verify that users have access to the chat public group.
Answer: A
NEW QUESTION # 93
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Visualforce and Self-Service Portal
- D. Force.com Sites and High-Volume Customer Portal
Answer: D
NEW QUESTION # 94
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove dashboards based on long-running reports.
- B. Remove unnecessary columns from the reports.
- C. Remove date boundaries from filter criteria.
- D. Remove formula fields from filter criteria.
Answer: D
NEW QUESTION # 95
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Create a Report of all active Entitlements grouped by Customers.
- C. Configure Assignment Rules based on Case Priority.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Answer: A,C
NEW QUESTION # 96
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Chatter Messenger for the organization
- B. Create an iframe to display the chat window
- C. Enable Live Agent for the organization
- D. Create user profiles or permission sets
Answer: C
NEW QUESTION # 97
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Mass Transfer Records
- B. Change Sets
- C. Manual configuration
- D. Data Loader
Answer: B
Explanation:
Explanation
Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview
NEW QUESTION # 98
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Streamline the agent interface.
- B. Enable templates for written responses.
- C. Implement team productivity dashboards.
- D. Offer supports through Facebook and twitter.
Answer: A,B
NEW QUESTION # 99
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case record page.
- B. Global Actions need to be on the publisher layout.
- C. Quick Actions must be enabled in the org.
- D. The specific Quick Action must be added to the Case Feed.
Answer: A,D
NEW QUESTION # 100
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 Article deliveries
- B. Publish Articles to external channels
- C. Configure Content Library permission
- D. Assign Article types to the Community
- E. Enable Public Solutions
Answer: B,D,E
NEW QUESTION # 101
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Implement Lightning Guided Engagement
- C. Configure a Visual Flow Troubleshooting Action
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: B
Explanation:
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions.
You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement
NEW QUESTION # 102
What should a consultant recommend service agents use?
- A. Recommendation Strategy Metrics related list.
- B. Einstein Next Best Action Strategy Guilder.
- C. History tab on the Actions & Recommendations comporent.
- D. Paused now interviews Lightning Component.
Answer: B
Explanation:
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
NEW QUESTION # 103
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. Web-to-Case
- D. On-Demand Email-to-Case
Answer: B
Explanation:
Explanation
Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email-to-Case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_email_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5
NEW QUESTION # 104
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- B. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- C. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- D. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
Answer: A
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee
NEW QUESTION # 105
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create case page layouts for each interaction channel and assign them to different agent profiles.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION # 106
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 # 107
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