[Oct 18, 2022] Get Up-To-Date Real Exam Questions for CRT-261 with New Materials
Updated CRT-261 Certification Exam Sample Questions
The benefit in Obtaining the CRT-261 Exam Certification
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
Who should take the CRT-261 exam
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 145
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: B
NEW QUESTION 146
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?
- A. Process Builder
- B. Salesforce Console for Service
- C. Auto launch flow
- D. Visualforce custom page
Answer: B
NEW QUESTION 147
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Enable service contracts and entitlements.
- C. Leverage Live Agent for web-based chat.
- D. Implement Salesforce Knowledge on a portal.
Answer: C,D
NEW QUESTION 148
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Improve the training provided to existing agents
- B. Hire more agents for the contact centers
- C. Track social sentiment across social media outlets
- D. Configure entitlements and milestones to enforce SLAs
Answer: A,B
NEW QUESTION 149
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Email-to-Case
- C. Case submitted using chat
- D. Web-to-Case
Answer: A
NEW QUESTION 150
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. On-Demand Email-to-Case
- B. Emall-to-Case
- C. Customer Chatter groups
- D. Web-to-Case
Answer: B
NEW QUESTION 151
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. An enterprise resource planning system
- B. A knowledge management system
- C. A workforce management system
- D. A third -party mobile application platform
Answer: A
NEW QUESTION 152
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Entitlements
- B. Case escalation
- C. Case milestones
- D. Omni-channel
Answer: A,B,D
NEW QUESTION 153
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Products
- B. Case history
- C. Contacts
- D. Service contracts
Answer: C,D
NEW QUESTION 154
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 cases in each status
- B. Number of cases created sorted by order
- C. Number of solutions created per agent
- D. Number of cases by type by owner
Answer: B,D
NEW QUESTION 155
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Data Category to assign an article record type to a Reviewer.
Answer: C,D
NEW QUESTION 156
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat public group.
- C. Verify that users have access to the chat buttons.
- D. Verify that users are assigned the chat user profile.
Answer: A
NEW QUESTION 157
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. Chat log history
- C. Interactive Voice Response (IVR)
- D. Automatic Call Distributor (ACD)
- E. Entitlements
Answer: A,D
NEW QUESTION 158
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Utilize KCS to manage Knowledge
- C. Create a Customer Community
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: A,B,D
NEW QUESTION 159
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Service Cloud console to support agents
- B. Enable service contracts and entitlements
- C. Leverage Live Agent for web-based chat
- D. Implement Salesforce Knowledge on a portal
Answer: C,D
NEW QUESTION 160
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Last modified date and number of recent article views
- B. Original creation date and total number of article views
- C. Last modified date and frequent search terms
- D. Original creation date and average rating of articles
Answer: A
NEW QUESTION 161
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telesales center
- B. Human Resources (HR) help desk
- C. Information Technology (IT) help desk
- D. Telemarketing center
Answer: C
NEW QUESTION 162
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. Partner Community
- C. Company Community
- D. Employee Community
Answer: A
NEW QUESTION 163
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?
- A. Add Data Category Groups.
- B. Enable Suggested Articles.
- C. Create Article Translation.
- D. Create Synonym Groups.
Answer: B
NEW QUESTION 164
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
- A. Disable the Interactive Voice Response system.
- B. Deliver training on case handling for contingent staff.
- C. Monitor service level agreements (SLAs) and notify customers.
- D. Update the case status field values.
- E. Route cases to agents in an alternate center.
Answer: B,C,E
NEW QUESTION 165
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer doesn't know they were transferred
- B. Both Service Reps can chat with the customer
- C. The chat transcripts and case are transferred
- D. The Customer is shown the new Rep's name
Answer: C,D
NEW QUESTION 166
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Hire additional support agents
- B. Reduce the cost per call
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 167
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Cost per call
- C. Average queue time per agent
- D. Number of sales queues
- E. Number of leads created
Answer: A,B,E
NEW QUESTION 168
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Partial sandbox for the DR exercise
- B. Use a Full copy sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Developer Pro sandbox for the DR exercise
Answer: B
NEW QUESTION 169
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of archived articles
- B. Number of customer ratings
- C. Number of approved articles
- D. Number of article votes
Answer: D
NEW QUESTION 170
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How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
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