Salesforce CRT-261 Practice Exam - 200 Unique Questions
Latest Questions CRT-261 Guide to Prepare Free Practice Tests
Salesforce CRT-261 certification is highly valued in the industry, and it is recognized by top organizations globally. Certification Preparation for Service Cloud Consultant certification not only validates the candidate's knowledge and skills but also enhances their career prospects. Certification Preparation for Service Cloud Consultant certification holders are considered experts in Service Cloud implementation and are in high demand by organizations that use Salesforce.
To prepare for the Salesforce CRT-261 exam, candidates should have a solid understanding of Salesforce Service Cloud functionality and features. They should also have experience in implementing Service Cloud solutions and be familiar with best practices for designing and optimizing Service Cloud solutions. Salesforce offers a range of training resources to help candidates prepare for the exam, including self-paced online courses, instructor-led training, and study guides. Candidates may also benefit from hands-on experience with Service Cloud implementations and participation in user groups and forums to exchange knowledge and best practices with other Salesforce professionals. By earning the Salesforce Certified Service Cloud Consultant credential, candidates can demonstrate their expertise in designing and implementing Service Cloud solutions, which can enhance their career prospects and provide greater value to their organizations.
NEW QUESTION # 118
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. Top Articles sorted descending
- B. Search Activity Gaps
- C. Most Revised Articles
- D. Most Linked Articles
Answer: A
NEW QUESTION # 119
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. Partner Community
- B. Customer Community
- C. Employee Community
- D. Company Community
Answer: B
NEW QUESTION # 120
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. Set up analytical snapshots to capture key case information and create historical trending reports
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- C. Set up a Salesforce Customer Community that will allow customers to create cases online
- D. Create case escalation rules to route high priority cases directly to supervisors for resolution
Answer: B,C
NEW QUESTION # 121
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. Track social sentiment across social media outlets
- B. Hire more agents for the contact centers
- C. Configure entitlements and milestones to enforce SLAs
- D. Improve the training provided to existing agents
Answer: B,D
NEW QUESTION # 122
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Performance for high volume of interactions
- B. Integration with Lead Generation team and apps
- C. Integration with Field service teams and apps
- D. Strategies to maximize call deflection
Answer: A,B
NEW QUESTION # 123
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Lower the average speed of answer (ASA)
- B. Enforce a consistent standard of service for customer interaction
- C. Capture inappropriate word usage and generate reports
- D. Teach new agents how to handle difficult situations
Answer: B,C
NEW QUESTION # 124
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Cases tab
- B. Account tabs with Case Subtabs
- C. Case tabs with Account subtabs
- D. Account tab with Cases related list
Answer: D
NEW QUESTION # 125
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. Customer Community
- C. High Volume Customer Portal
- D. Lightning External Apps Starter
Answer: B
NEW QUESTION # 126
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Experience Cloud site
- C. Web-to-CaM
- D. Embedded Chat Service
Answer: D
NEW QUESTION # 127
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?
- A. WDC Only User
- B. Knowledge Only User
- C. Satesforce
- D. Salesforce Platform
Answer: B
NEW QUESTION # 128
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. All of the above
- D. They have a Contact Manager Profile
- E. They are higher in the Role Hierarchy than a Queue Member
Answer: B,E
NEW QUESTION # 129
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case custom reports
- B. Case dashboards
- C. Case assignment rules
- D. Case queues
Answer: C,D
NEW QUESTION # 130
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Email-to-case
- B. Social Customer Service
- C. Web-to-case
- D. Chat
Answer: A
NEW QUESTION # 131
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. First call resolution
- B. Service level agreement
- C. Customer satisfaction survey
- D. Average handle time
Answer: A,C
NEW QUESTION # 132
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Enable Assistance Flag Configuration setting.
- B. Create a blocking rule.
- C. Enable Sneak Peek Configuration setting.
- D. Create sensitive data rules.
Answer: C
NEW QUESTION # 133
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. Search Activity Gaps
- B. Most Linked Articles
- C. Top Articles sorted descending
- D. Most Revised Articles
Answer: B
NEW QUESTION # 134
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Enable the case survey auto-response rule
- B. Create a Web-to-case form with a custom case type of survey
- C. Check the survey option in the case settings
- D. Enable the case survey option on the case object
Answer: B
NEW QUESTION # 135
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Field Service
- B. Mobile Connect
- C. Contact Request
- D. omni Channel
Answer: A
NEW QUESTION # 136
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Create an iframe to display the chat window
- B. Enable Live Agent for the organization
- C. Enable Chatter Messenger for the organization
- D. Create user profiles or permission sets
Answer: B
NEW QUESTION # 137
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.
- A. Create two article types to display information (Question/Answer, Product Info).
- B. Create two data categories to display information (Question/Answer, Product Info).
- C. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- D. Create three article types for each product area (Personal Banking, Mortgage, CD).
Answer: A,C
NEW QUESTION # 138
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create a page layout for each record type; assign layouts to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create an article action for each record type; assign record types to service agents.
Answer: A
NEW QUESTION # 139
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Enable Chatter for agent collaboration
- B. Create auto-response templates for incoming emails
- C. Enable Ideas in a customer portal
- D. Enable Live Agent to handle incoming service inquiries
Answer: A,D
NEW QUESTION # 140
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