Mar-2023 Pass Salesforce CRT-261 Exam in First Attempt Easily
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Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
NEW QUESTION 77
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a Lightning email template to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a macro to send an email with the article to the customer.
- D. Create a workflow email alert to send the article to the customer.
Answer: A
NEW QUESTION 78
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
- A. Set the visibility to the data categories
- B. Define article types with sharing settings
- C. Enable suggested artciels in the community
- D. Utilize topic tags for each product type
Answer: D
NEW QUESTION 79
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. Einstein Bots with Credit Card Payments
- C. Experience Cloud with Customer Account Portal template
- D. Service Cloud Voice with Tele-pay
Answer: D
NEW QUESTION 80
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of IVR inquiries without agent involvement
Answer: A,B
NEW QUESTION 81
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. Chat log history
- B. Automatic Call Distributor (ACD)
- C. Entitlements
- D. Workflow Management (WFM)
- E. Interactive Voice Response (IVR)
Answer: B,D
NEW QUESTION 82
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Simplify the interactive voice response (IVR) tree.
- B. Use Assignment rules and case queues.
- C. Add additional agents to lower average hold time.
- D. Set up Email-to-Case.
Answer: A,D
NEW QUESTION 83
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. Identify active Customers and send them registration instructions via email.
- B. Send email notifications to all Customers to join the Community.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Have agents manually create Users when Community access is requested by Customers.
Answer: A,C
NEW QUESTION 84
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?
- A. Most Revised Articles
- B. Top Articles sorted descending
- C. Search Activity Gaps
- D. Most Linked Articles
Answer: B
NEW QUESTION 85
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Configure the Case highlights panel
- B. Add a Visualforce page to the Case layout
- C. Configure Case Feed page layouts
- D. Create Salesforce Classic Quick Action
Answer: C
NEW QUESTION 86
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Files
- B. Salesforce Content
- C. Classic Knowledge
- D. Lightning Knowledge
Answer: C
NEW QUESTION 87
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average handle time
- B. First call resolution
- C. Average days to close
- D. Abandon rate
Answer: B,D
NEW QUESTION 88
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Add History to the Utility bar.
- C. Define a custom List View.
- D. Keep all open in tabs.
Answer: B
NEW QUESTION 89
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Returns a link that returns a post with the same reference
- C. Deletes posts
Answer: B
NEW QUESTION 90
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Enable the Moderation feature to automatically create cases from posts.
- C. Create and assign permission sets to give agents social account access.
- D. Retrieve Social Studio credentials.
Answer: B,C
NEW QUESTION 91
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Scheduled Reports
- C. Time-based Workflow Rules
- D. Milestone Actions
Answer: B
NEW QUESTION 92
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