CRT-261 Exam Dumps - Try Best CRT-261 Exam Questions from Training Expert CertkingdomPDF
Practice Examples and Dumps & Tips for 2024 Latest CRT-261 Valid Tests Dumps
To prepare for the Salesforce CRT-261 certification exam, candidates can take various training courses and study materials offered by Salesforce, such as Service Cloud Consultant Certification Exam Study Guide, Trailhead modules, and Service Cloud Consultant Certification Preparation Webinars. Additionally, practicing with hands-on experience and mock exams can help candidates gain confidence and improve their chances of passing the exam on the first attempt.
NEW QUESTION # 14
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Use Flow Builder to create a flow with scheduled path.
- B. Define case auto-response rules.
- C. Configure case escalation rules.
- D. Estabalish case assignment rules.
Answer: B
NEW QUESTION # 15
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Interaction Log
- B. Lightning Row for Service
- C. Lightning Process Builder
- D. Path for Cases
Answer: A,D
Explanation:
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
NEW QUESTION # 16
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. On-demand email to case
- B. Web-to-case question
- C. An email to case inquiry
- D. While holding for a support agent
Answer: B
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_deflection.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5
NEW QUESTION # 17
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- C. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: B
NEW QUESTION # 18
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 agent console and display the articles, case view, and external system custom object
- B. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- C. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- D. Create a custom Visualforce page to display case list view, external system, and knowledge articles
Answer: B
NEW QUESTION # 19
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Workforce Engagement
- B. Incident Management
- C. Field Service Management
Answer: B
Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.
NEW QUESTION # 20
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Enable the "History" component within the Salesforce Console for Service.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
Answer: A
NEW QUESTION # 21
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Configure e deshboerd refresh schedule.
- B. Use a Dynamic Dashboard based on running user.
- C. Ensure View All Data is not assigned to users.
- D. Add multiple Dashboard Filters.
Answer: D
Explanation:
Explanation
Adding multiple Dashboard Filters is a solution that can enable Cloud Kicks to view cases resolved on the first call from different perspectives, such as by product line or case close date quarter. Dashboard Filters are criteria that can be applied to dashboard components to show data for a specific dimension, such as a field, a value, or a range. Dashboard Filters can help create interactive and dynamic dashboards that show different views of the data. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_add.htm&type=5
NEW QUESTION # 22
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: A
NEW QUESTION # 23
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. Messaging for Web
- B. Einstein Bots
- C. AppExchange package
Answer: A
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 24
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 search a knowledge base.
- B. Allows customers to customize reports and dashboards
- C. Allows customers the ability to collaborate
- D. Allows customers to customize their user interface
Answer: A,C
NEW QUESTION # 25
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Integration with Field service teams and apps
- B. Strategies to maximize call deflection
- C. Performance for high volume of interactions
- D. Integration with Lead Generation team and apps
Answer: C,D
NEW QUESTION # 26
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Accepts attachments from emails
- B. Accepts email attachments larger than 10 MB
- C. Handles more the 10,000 emails a day
- D. Requires the use of Transport Layout Security (TLS)
Answer: B
NEW QUESTION # 27
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Open the Omni-Channel Supervisor tab.
- C. Change the owner to a queue associated with the routing configuration,
- D. Enable Debug Omni Channel routing configuration in SttUp.
- E. Open the record you want to route.
Answer: A,B,D
NEW QUESTION # 28
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Field Service with Integrated Payments
- B. Service Cloud Voice with Tele-pay
- C. Experience Cloud with Customer Account Portal template
- D. Einstein Bots with Credit Card Payments
Answer: C
Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
NEW QUESTION # 29
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a sharing rule for each division to provide access using the role hierarchy.
Answer: A
Explanation:
Explanation
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories
NEW QUESTION # 30
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Each article must be associated to a record type.
- B. Approval process history migrate to Lightning Knowledge.
- C. Article numbers change during migration.
- D. Visualforce pages refer to Classic article types.
- E. Attachments and .html files in Classic Knowledge are moved to the Files object.
Answer: C,D,E
Explanation:
Explanation
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge
NEW QUESTION # 31
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The dashboard viewer
- B. Let the dashboard viewers choose
- C. The VP of service
- D. The user creating the dashboard
Answer: A
Explanation:
Explanation
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 32
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 members of that Queue
- C. They are higher in the Role Hierarchy than a Queue Member
- D. All of the above
- E. They have a Contact Manager Profile
Answer: B,C
NEW QUESTION # 33
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. Visual Remote Assistant
- B. Workforce Engagement Self Scheduling
- C. Field Service Scheduler
- D. Omni-Channel Routing
Answer: C
NEW QUESTION # 34
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Create a Macro to send an email with Knowledge articles.
- B. Set up the Case Deflection component to share Knowledge articles.
- C. Create an auto-response rule that links to Knowledge articles.
Answer: A
Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.
NEW QUESTION # 35
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Salesforce CRT-261 exam tests the candidates' knowledge in various areas related to Service Cloud, including service cloud automation, service console, email integration, case management, and service cloud analytics. Candidates need to have a thorough understanding of the Salesforce platform, including its features, functionality, and capabilities. They also need to have experience in implementing Service Cloud solutions that meet customer requirements.
Salesforce CRT-261 certification exam is a must-have for professionals who want to advance their careers in the customer service industry. Earning this certification not only validates their knowledge and skills but also enhances their credibility and marketability in the job market. Moreover, it opens up new career opportunities such as service cloud consultant or service cloud architect.
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