Online Questions - Valid Practice To your CRT-261 Exam (Updated 349 Questions)
Practice To CRT-261 - Remarkable Practice On your Certification Preparation for Service Cloud Consultant Exam
Salesforce CRT-261 Exam Syllabus Topics:
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NEW QUESTION 127
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Upsell percentage
- B. First call resolution
- C. Average handle time
- D. Customer retention
Answer: B,C
NEW QUESTION 128
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 129
Using Import Wizard, how many Asset records can you import at a time?
- A. 100,000
- B. You cannot import Assets via Import Wizard
- C. 0
- D. 50,000
- E. 1
Answer: B
NEW QUESTION 130
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Case teams
- B. Auto-response rules
- C. Workflow rules
- D. Escalation rules
Answer: A,C
NEW QUESTION 131
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Add an object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 132
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different article types.
- B. Create at least two different approval processes.
- C. Grant managers the Manage Data Categories permission.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different data categories.
Answer: A,B,D
NEW QUESTION 133
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Workforce management
- C. Interactive voice response
- D. Skills -based routing
Answer: D
NEW QUESTION 134
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: C
NEW QUESTION 135
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Build a repository of Knowledge articles related to integration and share it with the customer.
- D. Create a related child case and assign the child case to the product development team.
Answer: B
NEW QUESTION 136
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION 137
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure the SOS snap-in for the Lightning Service Console.
- B. Configure Live Agent Supervisor tab and Whisper Messages.
- C. Add the Live Agent Component to the Utility bar.
- D. Configure Omni-Channel Supervisor tab and 3rd party access.
Answer: B
NEW QUESTION 138
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 Knowledge articles created each month.
- B. Number of cases closed by self-service users.
- C. Average call handle time by team.
- D. Number of cases created using Communities by month.
Answer: B,D
NEW QUESTION 139
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement related list to account page layouts.
- B. Add the entitlement lookup field to case page layouts.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add a Validation Rule that ensures each Account has an entitlement.
Answer: A
NEW QUESTION 140
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Access to Knowledge Articles
Answer: C,D
NEW QUESTION 141
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. A separate .csv import file is uploaded for each article type
- B. Attachments and .html files must be referenced in a corresponding .zip file
- C. One .csv import file is uploaded for all article types
- D. A separate .csv import file is uploaded for each data category
- E. Each article must be associated to an article type
Answer: A,B,E
NEW QUESTION 142
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Visibility and access to the work order records
- C. Account team relationship to the primary contact
- D. Case closure rules on the original case
- E. Work order and customer contact escalation requirements
Answer: B,D,E
NEW QUESTION 143
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 144
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. Case Assignment Rules
- B. Omni Channel
- C. Process Builder Assignment
- D. Live Agent
Answer: B
NEW QUESTION 145
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Window Title
- B. Chat Character Limit
- C. Chat Visitor Browser
- D. Idle Connection Timeout
Answer: C,D
NEW QUESTION 146
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