Verified CRT-261 Q&As - Pass Guarantee CRT-261 Exam Dumps
Check the Free demo of our CRT-261 Exam Dumps with 200 Questions
To prepare for the Salesforce CRT-261 exam, candidates must have a thorough understanding of the Service Cloud platform and its functionality. They should be able to analyze business requirements, design solutions, and configure the system to meet customer needs. CRT-261 exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete it. The passing score is 68%, and the exam fee is $200.
Salesforce CRT-261 exam is designed for professionals who want to become certified service cloud consultants. Certification Preparation for Service Cloud Consultant certification is a globally recognized standard for demonstrating expertise in the Salesforce platform and its related services. CRT-261 exam is intended for individuals who have experience working with the Salesforce platform and who want to expand their knowledge of it in the context of service cloud implementation and management.
NEW QUESTION # 67
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Upload the images into Salesforce prior to importing the articles
- D. Ensure that each image does NOT exceed the maximum of 25 MB
Answer: A
NEW QUESTION # 68
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed meeting the defined SLA
- B. Percent of cases closed with an attached article
- C. Percent of cases closed with chatter posts
- D. Percent of cases closed on first contact
Answer: A
NEW QUESTION # 69
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Live Agent
- B. Case Assignment Rules
- C. Process Builder Assignment
- D. Omni Channel
Answer: D
NEW QUESTION # 70
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. On-Domand Emali-to-Case
- B. Web-to-Case forms
- C. Standard Email-to-case
- D. Apex Email Service
Answer: A,C
NEW QUESTION # 71
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Create a screen-based flow accessible from the Experience site and internaly.
- C. Use email to case for the client to submit the relevant information to the specialist.
- D. Post a web to case form on the site and assign the case to the specialist for completion.
Answer: A
NEW QUESTION # 72
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Create a self-service Help Center.
- C. Enable Chat in an Experience Cloud site.
- D. Allow Comments on Knowledge articles.
Answer: B
NEW QUESTION # 73
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Social Service Pro add-on
- B. Einstein Social Insights add-on
- C. Service Cloud User feature license
- D. Einstein Reply Recommendations
Answer: C
NEW QUESTION # 74
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Self-service deflects easy cases, leaving more complex cases for agents.
- B. Agents do not have access to the same Knowledge articles as customers.
- C. Customers must spend additional time registering for the portal.
- D. Customers are spending additional time searching for answers.
Answer: A
NEW QUESTION # 75
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of cases escalated by agent
- B. Number of articles attached to a case
- C. Number of articles created by agent
- D. Number of solutions created by agent
Answer: B,C
NEW QUESTION # 76
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can integrate with any telephony platform available with little to no need for customization.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: A,B
NEW QUESTION # 77
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 # 78
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a permission set for each record type; assign permissions to service agents.
- B. Create a data category for each product; assign data categories to service agents.
- C. Create an article action for each record type; assign record types to service agents.
- D. Create a page layout for each record type; assign layouts to service agents.
Answer: B
NEW QUESTION # 79
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Information Technology (IT) help desk
- B. Telesales center
- C. Human Resources (HR) help desk
- D. Telemarketing center
Answer: A
NEW QUESTION # 80
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Files
- B. Lightning Knowledge
- C. Classic Knowledge
- D. Salesforce Content
Answer: C
NEW QUESTION # 81
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Each Article Record Type must be in a separate CSV.
- B. Article Record Types will be created as part of the import.
- C. Article Record Types must be created before the import.
- D. Multiple Article Record Types can be imported in the same CSV.
Answer: C,D
NEW QUESTION # 82
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
- A. Assign the WorV Order to the same Case as the Entitlement Process.
- B. Work Orders created from a Case automaticallv inherit the Entitlement Process
- C. Set up separate Entitlement Process for Case and Work Order
- D. Create or Apex Trigger to assign the Entitlement Process to Work Order.
Answer: C
NEW QUESTION # 83
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Supervisors to investigate those cases
Answer: B,D
NEW QUESTION # 84
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. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION # 85
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. Customer satisfaction survey
- C. Service level agreement
- D. Average handle time
Answer: A,B
NEW QUESTION # 86
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Email-to-Case with assignment rules
- B. Standard Web-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Omni-Channel with prioritized queues
Answer: A
NEW QUESTION # 87
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of cases escalated
- B. Number of Closed cases on first call
- C. Average Number of days to close cases
- D. Number of open cases per day
- E. Number of new customers added
Answer: A,C,D
NEW QUESTION # 88
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 article votes
- B. Number of archived articles
- C. Number of customer ratings
- D. Number of approved articles
Answer: A
NEW QUESTION # 89
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Standardize all rows to match salesforce data types
- B. Import records and cretae a a worflow rule to change the data type
- C. Import the records and use duplicate management
- D. Install data quality analysis dashboards from the appexchange
- E. Deduplicate the data before importing into SF
Answer: A,D,E
NEW QUESTION # 90
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Omni channel
- B. Appexchange solution
- C. Social Conversation component
- D. Custom lightning component
Answer: 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. Scheduled Reports
- B. Milestone Actions
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
Answer: A
NEW QUESTION # 92
......
Get professional help from our CRT-261 Dumps PDF: https://www.actualcollection.com/CRT-261-exam-questions.html
Clear your concepts with CRT-261 Questions Before Attempting Real exam: https://drive.google.com/open?id=1Zcwmf4_HLHgxRsGrckN0fqspvBI1bHR_