CRT-261 Practice Test Questions Updated 200 Questions
Salesforce CRT-261 Dumps - Secret To Pass in First Attempt
Salesforce CRT-261 Certification Exam is an excellent opportunity for Service Cloud consultants to validate their skills and expertise in designing and implementing Service Cloud solutions. CRT-261 exam covers a wide range of topics related to Service Cloud consulting, and passing the exam demonstrates an individual's ability to meet the unique needs of their clients. With the growing demand for Service Cloud solutions, obtaining this certification can be an excellent way for professionals to advance their career in this field.
To prepare for the Salesforce CRT-261 exam, candidates should have a deep understanding of Salesforce Service Cloud and its various features and functionalities. They should also have practical experience in implementing Service Cloud solutions and be familiar with the best practices and design patterns used in the industry. Salesforce offers a range of resources to help candidates prepare for the exam, including online training courses, study guides, and practice exams.
NEW QUESTION # 75
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Emall-to-Case
- B. Customer Chatter groups
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: A
NEW QUESTION # 76
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Use Einstein Next Best Action.
- B. Configure Path for Cases.
- C. Implement record types and pege layouts.
- D. Improve Validation Ru!e messages.
Answer: C
NEW QUESTION # 77
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION # 78
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Answer: D
NEW QUESTION # 79
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. Case report grouped by call center
- B. Report Subscriptions by call center
- C. Reporting Snapshots by call center
- D. DynamicDahsbaord by Call Center
Answer: C
NEW QUESTION # 80
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. A knowledge article life cycle that evolves based on usage and demand
- D. Reduced issue resolution time
Answer: A,D
NEW QUESTION # 81
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telesales center
- B. Telemarketing center
- C. Human Resources (HR) help desk
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION # 82
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
Answer: B
NEW QUESTION # 83
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Customize case list views.
- B. Set up interaction logs and assign them to user profiles.
- C. Set up users and assign them to a queue.
- D. Customize highlights panels for all objects.
- E. Assign users the Service Cloud User feature license.
Answer: B,D,E
NEW QUESTION # 84
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Service Cloud portal (Customer Community)
- C. Enterprise admin
- D. Sites
Answer: D
NEW QUESTION # 85
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Case volume by channel.
- B. Average case stage duration.
- C. Cases created by type.
- D. Open cases by reason.
Answer: B
NEW QUESTION # 86
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. Employee Community
- C. Partner Community
- D. Company Community
Answer: A
NEW QUESTION # 87
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. Case Assignment Rules
- B. Embedded Chat Service
- C. Customer Community
- D. Web-to-Case
Answer: B
NEW QUESTION # 88
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Visualforce page APEX SOAP async callout
- B. Schedule batch Apex processing job
- C. RESTful services with GET, POST, or PUT
- D. Workflow-driven outbound messaging
Answer: D
NEW QUESTION # 89
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A Web Service call-out that retrieves map details from the backend system
- B. An outbound message to a middleware platform to provide map details
- C. A custom tab of type URL that displays a map image of customer location
- D. A mashup integration on the Account page to a third-party mapping service
Answer: D
NEW QUESTION # 90
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. Cross-train agents on both product lines
- B. Implement a customer self-service portal
- C. Prioritize customer calls based on their SLA
- D. Enable agents to transfer calls to other agents
Answer: A,B
NEW QUESTION # 91
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add knowledge component to case record page
- B. Add the knowledge tab to the service console
- C. Add the knowledge related list to the case record page
- D. Add knowledge data categories to each case
Answer: A
NEW QUESTION # 92
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Reseller Community
- C. Employee Community
- D. Customer Community
Answer: A
NEW QUESTION # 93
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Email to Case
- B. Community
- C. Web to Case
- D. On Demand Email to Case
Answer: A
NEW QUESTION # 94
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Skills -based routing
- B. Workforce management
- C. Interactive voice response
- D. Private branch exchange
Answer: A
NEW QUESTION # 95
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. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- 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. Configure an Overflow Assignee with a user or queue outside the routing configuration.
Answer: C
NEW QUESTION # 96
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Communities
- B. Macros
- C. Public Knowledge
- D. Chatter Questions
- E. Field Service
Answer: A,C,D
NEW QUESTION # 97
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article submission during case close.
- B. Enable suggested articles on new cases.
- C. Create an email template to send articles as PDF attachments.
- D. Enable agents to create their own personal articles.
- E. Enable article customization for open cases.
Answer: A,B,C
NEW QUESTION # 98
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Support Types
- B. Support Processes
- C. Record Types
- D. Approval Processes
Answer: B,C
NEW QUESTION # 99
......
Salesforce CRT-261 Exam Dumps [2023] Practice Valid Exam Dumps Question: https://exam-labs.prep4sureguide.com/CRT-261-prep4sure-exam-guide.html