Real Salesforce CRT-261 Exam Dumps with Correct 179 Questions and Answers
Valid CRT-261 Test Answers & Salesforce CRT-261 Exam PDF
Salesforce CRT-261 exam is designed to test the candidate's knowledge of Salesforce Service Cloud and their ability to design and implement solutions that meet the needs of the business. CRT-261 exam consists of 60 multiple-choice questions and must be completed in 105 minutes. CRT-261 exam is administered by Salesforce and can be taken either online or in a proctored testing center.
Salesforce CRT-261 exam consists of 60 multiple-choice questions that need to be completed within 105 minutes. Candidates who pass the exam will be awarded the Salesforce Certified Service Cloud Consultant certification. Certification Preparation for Service Cloud Consultant certification is valid for two years and can be renewed by completing further training or by taking a recertification exam. Salesforce Certified Service Cloud Consultants are highly sought-after professionals, and the certification can open up a wide range of career opportunities.
NEW QUESTION # 63
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use workflow rules to send an email to the customer
- B. Use escalation rules to assign the case to a case queue
- C. Use auto-response rules to send an email to the customer
- D. Use assignment rules to assign the case to a case queue
Answer: A
NEW QUESTION # 64
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Quick Actions must be enabled in the org.
- B. The specific Quick Action must be added to the Case Feed.
- C. Global Actions need to be on the publisher layout.
- D. The specific Quick Action must be added to the Case record page.
Answer: B,D
NEW QUESTION # 65
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?
- A. Use Data Loader periodically to assign these cases to a default owner.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Create a case assignment rule to ensure cases are owned by a user when closed.
Answer: B
Explanation:
To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.
NEW QUESTION # 66
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Establish case assignment rules.
- B. Configure case escalation rules.
- C. Define case auto-response rules.
- D. Use Flow Builder to create a flow with a scheduled path.
Answer: B
Explanation:
Explanation
Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_create.htm&type=5
NEW QUESTION # 67
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Set article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FAQ article type.
- C. Grant Authors access to the FaQ record type
- D. Add Authors to the FaQ Data Category.
Answer: C
Explanation:
Explanation
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5
NEW QUESTION # 68
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
- A. Service requests are scheduled using Salesforce Field Service.
- B. Service requests art assigned by the support reps to trie technician
- C. Service requests are asstgred to the technician using Omnt-Channel.
- D. Service requests are assigned to a quruc where the technician can accept it.
Answer: A
Explanation:
Explanation
Scheduling service requests using Salesforce Field Service is a solution that can ensure the repairs are completed in a timely manner by technicians with the appropriate skill set. Salesforce Field Service is a feature that allows administrators to manage the entire service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce Field Service can help assign service requests to the best available technicians based on their skills, location, availability, and priority, as well as optimize the routes and travel time for technicians.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_scheduling_overview.htm&type=5
NEW QUESTION # 69
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Macros
- B. Open CTI
- C. Lightning Dialer
- D. Local Presence
Answer: C
NEW QUESTION # 70
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Create a formula to build the macro logic around
- C. Add a formula block to the macro
- D. Add multiple ELSE IF blocks after the IF block
Answer: B,C
NEW QUESTION # 71
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Experience site
- B. Customer Experience site
- C. Employee Community
Answer: A
Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.
NEW QUESTION # 72
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION # 73
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
- A. Number of cases created using Communities by month.
- B. Number of Knowledge articles created each month.
- C. Number of cases closed by self-service users.
- D. Average call handle time by team.
Answer: A,C
NEW QUESTION # 74
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- B. Create a custom product bug object and import data into Salesforce
- C. Use Web Services API to integrate the external database with Salesforce
- D. Use Bulk API to load the product bug data into Salesforce
Answer: A,C
NEW QUESTION # 75
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Implement Field Service Lightning.
- C. Configure Visual Flows on Salesforce mobile.
- D. Integrate with an enterprise resource planning system.
Answer: B
NEW QUESTION # 76
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Assignment Rules
- C. Visual Workflow
- D. Case Auto-Response Rules
Answer: A
NEW QUESTION # 77
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?
- A. Incident Management
- B. Appointment Assitant
- C. Omn-Channel Routing
- D. Video Support
Answer: B
Explanation:
Explanation
Appointment Assistant is a feature that can improve the customer experience by reducing the 4-hour long appointment windows and providing information about the technician's arrival time. Appointment Assistant is a feature that allows customers to track the status and location of their service appointments in real time through SMS messages or a web page. Appointment Assistant can help customers plan their day, reduce no-shows, and increase satisfaction. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_appointment_assistant_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_appointment_assistant_setup.htm&type=5
NEW QUESTION # 78
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?
- A. Define Case Auto-Response Rules.
- B. Create a Process Builder with Scheduled Actions.
- C. Configure Case Escalation Rules.
- D. Establish Case Assignment Rules.
Answer: C
Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
NEW QUESTION # 79
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. Visualforce custom page Questions & Answers PDF Page 6
- C. Salesforce Console for Service
- D. Auto launch flow
Answer: C
Explanation:
Explanation
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed-based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_feed_based_layouts.htm&type=5
NEW QUESTION # 80
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers
- A. Require that an article be added when closing a case
- B. Set up an intuitive Data Category hierarchy
- C. Restrict the Manage Articles user permission
- D. Enable and configure wildcards for article searches
Answer: B,D
Explanation:
Explanation
These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5
NEW QUESTION # 81
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?
- A. Define Case Auto-Response Rules.
- B. Create a Process Builder with Scheduled Actions.
- C. Configure Case Escalation Rules.
- D. Establish Case Assignment Rules.
Answer: C
NEW QUESTION # 82
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Create a separate .csv for each article type
- B. Use the data loader to import unstructured articles
- C. Use change sets to import data categories
- D. Map articles with HTML sections to rich text area fields
Answer: B,D
NEW QUESTION # 83
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Chat Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: B
Explanation:
Explanation
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5
NEW QUESTION # 84
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Configure Case Escalation Rules.
- B. Define Entitlement and Milestones.
- C. Enable Omni-Channel Routing.
- D. Use Process Builder with Scheduled Actions
Answer: B
NEW QUESTION # 85
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Salesforce CRT-261 Certification Real 2024 Mock Exam: https://drive.google.com/open?id=1gMKNIGdmfI7Kfa3yDLcsxKof-UEL6t0Y