Pass CRT-261 Exam to Get Salesforce Certification

Category:

Comments:

0 Comments

Post Date:

January 26, 2024

The CRT-261 exam is hot, and passing it requires a deep understanding of Salesforce solutions. Practicing with Salesforce CRT-261 dumps questions can help you reinforce your knowledge and increase your chances of passing the exam. CRT-261 dumps are available to help you prepare for the CRT-261 exam. Using CRT-261 exam dumps questions is one effective way to supplement your study plan and increase your chances of success on exam day. Test free Service Cloud Consultant CRT-261 exam dumps below.

Page 1 of 6

1. 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

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

2. Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.

What should a consultant recommend?

Change the Run Apex As User to a service agent profile.

In Inbound Setting, set Enable Case Reopen to 3 days.

Establish Duplicate Rules to find similar cases.

Configure a Macro to close the duplicate case

3. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

4. Universal Containers is preparing to implement Service Cloud for its global Support team.

Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

5. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

6. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.

Which two reports should the contact center manager present to executive management? Choose 2 answers

Number of cases closed by self-service users.

Average call handle time by team.

Number of Knowledge articles created each month.

Number of cases created using Communities by month.

7. universal containers is implementing a customer community using the customer service template. One of the requiremnets is for members to be able to find knowledge articles based on the product type.

How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

8. Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

9. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.

Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

10. Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.

Which approach should the consultant use for date migration?

Prepare, plan, Test, execute, validate.

Plan, prepare, test, execute, validate.

Plan, prepare, validate, execute, test

Prepare, plan, validate, execute, test

Page 2 of 6

11. Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.

What is the recommended configuration to meet the requirements?

Set up separate Entitlement Process for Case and Work Order

Assign the WorV Order to the same Case as the Entitlement Process.

Create or Apex Trigger to assign the Entitlement Process to Work Order.

Work Orders created from a Case automaticallv inherit the Entitlement Process

12. AW Computing would like to interact with customers on facebook and Twitter.

Where are the conservations tracked in Salesforce?

Case Chatter feed

Social Post record

Case activity feed

Case notes related list

13. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.

What is the recommended method to decrease the time it takes to close cases?

Create Synonym Groups.

Create Article Translation.

Enable Suggested Articles.

Add Data Category Groups.

14. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

Knowledge One with Article Recommendations

Experience Cloud with self-support

Omni-Channel with Skills-Based Routing.

Live Agent and Live Message

15. Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical’s arriaval time.

What is the recommended feature to improve the customer experince?

Omn-Channel Routing

Incident Management

Video Support

Appointment Assitant

16. What arc three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

Change the owner to a queue associated with the routing configuration,

Enable Debug Omni Channel routing configuration in SttUp.

Open the Omni-Channel Supervisor tab.

Open the record you want to route.

17. Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show first call resolution.

What is the recommended report change to meet the requirements7

Filter or Cosed When Created equals true

Filter on Status equals Ctosea Resolved

Filter where Dete/Time Opened equals Created Date

Filter where Closed Date equals Created Date

18. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.

Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

19. Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.

Which two features should the consultant suggest? Choose 2 answers

Standard Email-to-case

On-Domand Emali-to-Case

Apex Email Service

Web-to-Case forms

20. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.

What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

Page 3 of 6

21. Cloud Kicks uses the Service Console and work items to route cases to available agents.

Service agents need a way to see work they have accepted and incoming items.

Which feature should a Service Cloud consultant recommend?

Global Shared Macro

Omni-Channel Utility widget

Actions & Recommendations component

Personalised navigation menu

22. Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Change the org-wide default for cases and contacts internal access to private.

Update the case assignment rule to add the site member to the predefined case team.

Create a sharing rule to share the contact record with the site member.

Set up a sharing set to grant access based on the site member's contact record.

23. 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?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

24. 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?

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

25. After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.

How should a consultant correct this problem?

Grant Authors acess to FAQ artcle type

Set Article Or Wide to Public Read Write

Add Authors to the FAQ data category

Grant authors access to the FAQ records type

26. Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple.

How should the consultant recommend an agent launch a swarm?

Dynamic Form

Apex Trigger

Quick Action

Scheduled flow

27. 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

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

28. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

29. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

What is the recommended case deflection solution?

Chat for Web and In-App

Digital Engagement Messaging

Social Customer Service

Einstein Bo

30. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Social Persona for Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

Page 4 of 6

31. Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.

What is the recommended method to meet the requirements?

Select Flag as new version' checkbox when publishing.

Use Smart Link to Article to select the prior version.

Enable Knowledge User for Service Agents.

Use the Clone option to create a new article.

32. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.

What solution should the consultant recommend to meet this request?

Create a Customer Experience Cloud site.

Implement Recommended Articles.

Configure Web-to-Case.

Deploy a Partner Central Community.

33. vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.

What should a consultant configure to satisy this request?

Create a macro to send an email with the article to customer

create an auto response rule to send the article to teh customer

create a workflow email alert to send the artilce to the customer

create a lightning email template to sned artilce to customer

34. Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

35. universal containers receives partner data in excel format. The excel data is all text, but needs to be imported into existing Salesforce date, number and text fileds.

Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

36. Cloud Kicks (CK) plans to deploy Service Cloud. Customers have different levels of support available.

CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.

Which question should be asked to determine the preferred solution?

Do multiple versions of the entitlements need to be created and maintained?

It support provoded on a periodic basis and renewed annually?

Do Service Agents need to determine whether a customer is eligible for support?

Will customers access selft service resources through Experince Cloud?

37. Universal Containers wants to automate case management for the web support team.

When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.

Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

38. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

39. Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.

What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

40. 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?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

Page 5 of 6

41. Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

Use a global quick action to capture details.

Use an auto-launched flow to capture details.

Use a new customer Path on Contact to capture details.

Use Open CTI with Pop to flow to capture details.

42. As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.

Which KPI should help explain the disparity?

Track not promoter scores as part of an automated survey after case closure for every cote.

Benchmark the average cases per agent versus the team average across each case channel

Track the average calls per day, average cases per agent, and average cases per case type.

Measure difference in CSAT ol cases with and without articles attached.

43. universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

Which two features should a consultant integrate of the Service Console? Choose 2 answers

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

44. 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?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

45. Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.

What is the recommended license for the specialists?

Knowledge Only User

Satesforce

WDC Only User

Salesforce Platform

46. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

47. Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented? Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CS

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CS

48. Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints.

Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

Service Cloud User feature license

Einstein Reply Recommendations

Einstein Social Insights add-on

Social Service Pro add-on

49. Universal Containers wants to be able to assign cases based on the same criteria they use for chat.

Which feature should a consultant recommend?

Chat Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

50. universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Omni channel

Contact Requests

field service

Mobile connect

Page 6 of 6

51. 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?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

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.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

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.

52. 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?

Organize up to 200 categories in each category group.

Consolidate into 3 or fewer category groups.

Reorganize Into a hierarchy with 6 or fewer levels.

Assign up to 10 data categories per category group to each article.

53. Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.

Which feature should a Service Cloud consulatant recommend to improve the user experince?

Macro to open related cases

Customized case hovers

Quick Actions added to the case page

Actions and Recommendations component

54. 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'

Improve Validation Ru!e messages.

Use Einstein Next Best Action.

Configure Path for Cases.

Implement record types and pege layouts.

55. 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?

Most Revised Articles

Most Linked Articles

Posts

Salesforce Free Dumps

Get Certified Easily with Online CRT-101 Dumps

Using Certification Preparation for Administrator CRT-101 questions can help you build confidence as you prepare for the exam. By practicing...

Salesforce Free Dumps

Salesforce Marketing Associate Dumps Guarantee You Pass Salesforce Marketing Associate Exam Easily

As new threats and vulnerabilities emerge, the Salesforce Marketing Associate exam is updated to reflect the latest trends in Marketing...

Salesforce Free Dumps

Advance Your Career by Using Online Salesforce Communications Cloud Dumps

Obtaining the Accredited Professional Certification Salesforce Communications Cloud certification can help you demonstrate your expertise in Salesforce solutions and advance...

Salesforce Free Dumps

Salesforce Process Automation Accredited Professional Exam Questions Simulate Actual Process Automation Accredited Professional Exam

Process Automation Accredited Professional exam dumps questions are designed to simulate the actual exam. This means that you will get...

Get CRT-261 Dumps Full Version

Q&As: 198
Versions: PDF and Software Download Now

About Dumpsinfo

Dumpsinfo is a good platform providing the latest exam information and dumps questions for all IT certification exams. You can study all the latest exam dumps questions online.

[email protected]

Mon - Sat 9:00am - 6:00pm