Latest Salesforce CRT-261 PDF and Dumps (2022) Free Exam Questions Answers
Pass Your Salesforce Service Cloud Consultant CRT-261 Exam on Jan 11, 2022 with 349 Questions
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
NEW QUESTION 164
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Cases created by type.
- B. Average case stage duration.
- C. Open cases by reason.
- D. Case volume by channel.
Answer: B
NEW QUESTION 165
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents manually create Users when Community access is requested by Customers.
- B. Identify active Customers and send them registration instructions via email.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Send email notifications to all Customers to join the Community.
Answer: B,C
NEW QUESTION 166
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Interaction Log
- C. Lightning Process Builder
- D. Lightning Row for Service
Answer: B,D
NEW QUESTION 167
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on the articles attached to cases
Answer: A,D
NEW QUESTION 168
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create separate data category groups for each division and assign the category to a division profile.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION 169
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable article customization for open cases.
- E. Create an email template to send articles as PDF attachments.
Answer: A,C,E
NEW QUESTION 170
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- B. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. It does NOT require a software install for each call center user on a Windows-based PC.
- E. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
Answer: B,C,E
NEW QUESTION 171
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Log a Data Recovery case with Salesforce Support.
- C. Restore the data using the available backup.
- D. Use Data Loader to delete the corrupt data.
Answer: B
NEW QUESTION 172
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. Number of leads created
- B. Average queue time per agent
- C. Opportunities per channel
- D. Number of sales queues
- E. Cost per call
Answer: A,C,E
NEW QUESTION 173
Which support channel requires the smallest amount of agent work time?
- A. Web to case
- B. Chat
- C. Email to case
- D. Web self service
Answer: D
NEW QUESTION 174
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION 175
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable article customization for open cases.
- E. Create an email template to send articles as PDF attachments.
Answer: A,C,E
NEW QUESTION 176
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. Hire more agents for the contact centers
- B. Improve the training provided to existing agents
- C. Configure entitlements and milestones to enforce SLAs
- D. Track social sentiment across social media outlets
Answer: A,B
NEW QUESTION 177
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Omni-Channel Utility Component
- B. Cases report sorted by Rep and Case Owner
- C. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case CreatedDate
Answer: C
NEW QUESTION 178
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. Omni-channel
- B. Entitlements
- C. Case escalation
- D. Case milestones
Answer: A,B,C
NEW QUESTION 179
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. High priority cases opened by account month to date
- B. New cases opened by the account channel
- C. Time spent by account year to date
- D. Escalated cases by account month to date
Answer: A,D
NEW QUESTION 180
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Service Level Agreement
- B. customer satisfaction Survey
- C. Customer Purchase History
- D. Customer Support Requests
- E. Net promoter Score
Answer: B,C,E
NEW QUESTION 181
For which purpose should a contact center use Visual Flow?
- A. To escalate to the support manager if it has been open for more than 72 hours
- B. To automatically assign cases to a specific queue based on the customer support level
- C. To automate business processes for agents who troubleshoot customer support issues via phone
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: C
NEW QUESTION 182
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification of the production migration checklist
- B. Approval of test scripts from the business lead
- C. Verification that sample data has been loaded
- D. Fund customer approval on training materials
Answer: B,C
NEW QUESTION 183
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