[Sep-2022] CRT-261 Free Sample Questions to Practice One Year Update
Download CRT-261 exam with Salesforce CRT-261 Real Exam Questions
CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Interaction Channels 9%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Case Management 11%
- Implementation Strategies 19%
- Service Cloud Solution Design 19%
- Knowledge Channels 9%
How to book the CRT-261 Exam
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Who should take the CRT-261 exam
The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
NEW QUESTION 185
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Enterprise Resource Planning (ERP)
- B. Telephony
- C. Marketing
- D. Order Fulfillment
Answer: D
NEW QUESTION 186
Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers
- A. When the knowledge maintenance window is available.
- B. What types of information they need to publish.
- C. Who can approve and manage the information published.
- D. How information should be categorized.
- E. Where call center support agents are located.
Answer: B,C,D
NEW QUESTION 187
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Load all articles with the Apex data loader tool
- B. Create multiple CSV files, one for each article type
- C. Match each new article to an existing article type
- D. Create HTML files referencing image to be uploaded
- E. Create a single CSV file, including all article types
Answer: B,C,D
NEW QUESTION 188
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: A
NEW QUESTION 189
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Periodic maintenance windows
- B. Server hardware infrastructure rebuilds
- C. Highly available telecom solution
- D. System software restore after an outage
Answer: A,C
NEW QUESTION 190
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced issue resolution time
- D. Reduced first contact resolution
Answer: C,D
NEW QUESTION 191
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Integration with Field service teams and apps
- B. Strategies to maximize call deflection
- C. Performance for high volume of interactions
- D. Integration with Lead Generation team and apps
Answer: C,D
NEW QUESTION 192
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. Email-to-Case
- B. On-Demand Email-to-Case
- C. An AppExchange package
- D. web-to-Case
Answer: B
NEW QUESTION 193
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. Activate quick test
- D. Create quick actions
Answer: A,C
NEW QUESTION 194
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. Customer Community
- C. Customer Community Plus
- D. High Volume Customer Portal
Answer: B
NEW QUESTION 195
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Reduces incoming call volume
- B. Eliminates tracking of customer entitlements
- C. Uncovers gaps in the knowledge base
- D. Replaces the need for an email channel
Answer: A,C
NEW QUESTION 196
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Cross-train agents on both product lines
- B. Prioritize customer calls based on their SLA
- C. Enable agents to transfer calls to other agents
- D. Implement a customer self-service portal
Answer: A,D
NEW QUESTION 197
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A knowledge management system
- B. A third -party mobile application platform
- C. An enterprise resource planning system
- D. A workforce management system
Answer: C
NEW QUESTION 198
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Email-to-Case
- B. Force.com Sites with Knowledge and Web-to-Case
- C. Visualforce and Self-Service Portal
- D. Force.com Sites and High-Volume Customer Portal
Answer: D
NEW QUESTION 199
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Service contracts
- C. Assets
- D. Cases
Answer: B
NEW QUESTION 200
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate closed cases to a custom read-only object
- B. Migrate open and closed cases without milestones and entitlements
- C. Migrate closed cases with milestones and entitlements
- D. Migrate open and closed cases with milestones and entitlements
Answer: C
NEW QUESTION 201
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. An organization-wide default of Public Read/Write on the Case object.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing rule to ensure record access is granted based on criteria of the case.
- D. A sharing set to grant the Customer Community user access to records associated to their Contact record.
Answer: C
NEW QUESTION 202
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Map articles with HTML sections to rich text area fields
- B. Use the data loader to import unstructured articles
- C. Use change sets to import data categories
- D. Create a separate .csv for each article type
Answer: A,B
NEW QUESTION 203
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Mass Transfer Records
- B. Change Sets
- C. Manual configuration
- D. Data Loader
Answer: B
NEW QUESTION 204
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: B
NEW QUESTION 205
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Manually re-create the Permission Sets
- B. Publish a Managed Package
- C. Use a Change Set
- D. Create an Unmanaged Package
Answer: C
NEW QUESTION 206
What is a benefit of a customer community? Choose 2 answers.
- A. Enables customers to log inquires without contacting an agent
- B. Reduces incoming call volume
- C. Eliminates the need for support agents
- D. Eliminates the need to track service level agreements
Answer: A,B
NEW QUESTION 207
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Communicate information about the upgrade to customers in advance.
- B. Notify customers once the upgrade is completed and full services are restored.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Replace the default outage page with a custom page containing upgrade information.
- E. Publish ongoing updates to the community knowledge base with details about the upgrade.
Answer: A,B,D
NEW QUESTION 208
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CRT-261 Exam with Guarantee Updated 378 Questions: https://drive.google.com/open?id=140o5E2ALK4K9H7PvdlyOsveZjAbPus8X
