[Mar 04, 2022] Pass Salesforce Service Cloud Consultant CRT-261 Exam With 349 Questions
Ultimate Guide to Prepare Free Salesforce CRT-261 Exam Questions and Answer
The benefit in Obtaining the CRT-261 Exam Certification
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified 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.
- 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.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Passing Score: 67%
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
Salesforce CRT-261 Exam Syllabus Topics:
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NEW QUESTION 143
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. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Add a Visualforce page to the Case layout
- D. Configure the Case highlights panel
Answer: B
NEW QUESTION 144
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. Original creation date and total number of article views
- B. Last modified date and frequent search terms
- C. Last modified date and number of recent article views
- D. Original creation date and average rating of articles
Answer: C
NEW QUESTION 145
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Actions
- B. Service Console Knowledge Components
- C. Data Categories and Article Types
- D. Service Console Profile Assignments
Answer: B,C
NEW QUESTION 146
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Restrict visibility of the views
Answer: B,C
NEW QUESTION 147
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Salesforce Chat
- C. Public groups
- D. Mass email
Answer: A,B
NEW QUESTION 148
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. Entitlements
- B. Workflow Management (WFM)
- C. Chat log history
- D. Automatic Call Distributor (ACD)
- E. Interactive Voice Response (IVR)
Answer: B,D
NEW QUESTION 149
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Remove Apex code references to the Article RecordType field.
- B. Configure the Visualforce page to use the Lightning Design System.
- C. Rename the Visualforce page to "Lightning Knowledge"
- D. Remove Apex code references to the ArticleType field.
Answer: B,C
NEW QUESTION 150
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- B. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Case Assignment Rules, Queues, Chatter Groups, Live Agent
Answer: A
NEW QUESTION 151
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Deploy Pre-Chat form
- B. Configure LiveMessage
- C. Create quick actions
- D. Activate quick test
Answer: A,D
NEW QUESTION 152
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Strategies to maximize call deflection
- B. Performance for high volume of interactions
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: B,D
NEW QUESTION 153
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case queue for all created or updated cases.
- B. Create an email alert notification for Case Teams.
- C. Create a case report that displays all created or updated cases.
- D. Create a case list view that is filtered by My Case Teams.
Answer: A,B
NEW QUESTION 154
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of articles attached to a case
- B. Number of articles created by agent
- C. Number of cases escalated by agent
- D. Number of solutions created by agent
Answer: A,B
NEW QUESTION 155
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles with the lowest rating.
- B. Knowledge search query with no results.
- C. Number of knowledge articles in each data category.
- D. Knowledge articles created by call center agents.
Answer: A,B
NEW QUESTION 156
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Customize case list views.
- B. Set up interaction logs and assign them to user profiles.
- C. Customize highlights panels for all objects.
- D. Set up users and assign them to a queue.
- E. Assign users the Service Cloud User feature license.
Answer: B,C,E
NEW QUESTION 157
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of attempts to contact
- B. Number of outbound calls per day
- C. Number of lead referrals
- D. Number of closed cases
Answer: A,B
NEW QUESTION 158
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Apex code must be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to update fields in the database.
Answer: A,D,E
NEW QUESTION 159
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