CRT-261 Dumps (2023) Prepare Your Exam With 152 Questions
New CRT-261 Dumps - Real Salesforce Exam Questions
Salesforce CRT-261 is a certification exam designed for professionals who want to validate their skills and knowledge in the field of Service Cloud. This certification exam is intended for individuals who have extensive experience in implementing Service Cloud solutions and are looking to validate their expertise in this area. By passing this exam, candidates can demonstrate their ability to design and implement Service Cloud solutions that meet the needs of their clients.
NEW QUESTION # 51
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of solutions created per agent
- B. Number of cases created sorted by order
- C. Number of cases in each status
- D. Number of cases by type by owner
Answer: B,D
NEW QUESTION # 52
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 related list load time
- B. Contact view page load time
- C. Contact list view edit time
- D. Contact report run time
Answer: D
NEW QUESTION # 53
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Mass Transfer Records
- B. Data Import Wizard
- C. Change Sets
- D. Data Loader
Answer: C,D
NEW QUESTION # 54
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
- A. All open Cases by Priority
- B. Case resolution time
- C. All Cases by Customer
- D. All Cases closed Month-to-date
- E. All open cases by Channel
Answer: A,B,E
NEW QUESTION # 55
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?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Test, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: A
NEW QUESTION # 56
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Send email notifications to all Customers to join the Community.
- B. Have agents manually create Users when Community access is requested by Customers.
- C. Identify active Customers and send them registration instructions via email.
- D. Have agents provide Customers with Community registration instructions when working a case.
Answer: C,D
NEW QUESTION # 57
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Contacts
- B. Chatter Answers
- C. Cases
- D. Contracts and SLASs
Answer: A,B
NEW QUESTION # 58
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Workflow Management (WFM)
- B. Entitlements
- C. Interactive Voice Response (IVR)
- D. Chat log history
- E. Automatic Call Distributor (ACD)
Answer: A,E
NEW QUESTION # 59
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure article types for each kind of content
- B. Define approval processes for each product
- C. Define approval processes for each article type
- D. Configure data category values for each product
- E. Configure workflow rules for each data category
Answer: A,D,E
NEW QUESTION # 60
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure a chat validation rule.
- B. Customize the lightning console that page.
- C. Configure lightning guided engagement.
- D. Customize the pre-chat form.
Answer: D
NEW QUESTION # 61
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION # 62
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
Answer: B
NEW QUESTION # 63
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of content packs attached to cases.
- B. Number of successful keyword searches.
- C. Number of Chatter files attached to cases.
- D. Number of articles associated to cases.
- E. Number of published article views.
Answer: B,C,D
NEW QUESTION # 64
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: B
NEW QUESTION # 65
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?
- A. Provide a timeline that addresses all the requirements.
- B. Organize the requirements from largest to smallest.
- C. Prioritize the requirements based on who submitted them.
- D. Identify the requirements needed for initial GoLive.
Answer: D
NEW QUESTION # 66
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Map articles with HTML sections to rich text area fields
- B. Create a separate .csv for each article type
- C. Use change sets to import data categories
- D. Use the data loader to import unstructured articles
Answer: A,D
NEW QUESTION # 67
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Customize the My Teams Calls this week standard report.
- B. Build a Summary report on Products and Activities.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Create a Custom Report type with activities as the primary object.
Answer: A
NEW QUESTION # 68
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Open access to systems
- C. Criteria for plan activation
- D. Recovery point objective
Answer: C
NEW QUESTION # 69
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
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Set up analytical snapshots to capture key case information and create historical trending reports.
Answer: A,C
NEW QUESTION # 70
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Create email templates with Knowledge Articles attached.
- B. Add the Knowledge tab to the Console app.
- C. Add the Suggested Article widget to the Case page layout.
- D. Add the Knowledge Component to the Service Console.
Answer: D
NEW QUESTION # 71
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The exam covers a wide range of topics related to service cloud implementation, including case management, knowledge management, contact center automation, and omni-channel routing. In order to pass the exam, candidates must demonstrate a thorough understanding of these topics and their practical application in real-world scenarios. The exam is designed to test not only knowledge, but also critical thinking and problem-solving skills, which are essential for success in service cloud consulting roles.
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