[Nov-2021] CRT-261 Exam Dumps Pass with Updated 2021 Certification Preparation for Service Cloud Consultant
Free CRT-261 Exam Dumps to Pass Exam Easily
Salesforce CRT-261 Exam Syllabus Topics:
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NEW QUESTION 178
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case CreatedDate
- B. Omni-Channel Utility Component
- C. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case Owner
Answer: C
NEW QUESTION 179
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Mix telephony interactions with email and chat
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: A,D
NEW QUESTION 180
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Edits the case
- B. Reads the case
- C. All of the above
- D. Adds an activity or sends an email from the case record
- E. Adds a related comment to the case
Answer: A
NEW QUESTION 181
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 article customization for open cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable suggested articles on new cases.
- E. Create an email template to send articles as PDF attachments.
Answer: C,D,E
NEW QUESTION 182
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. Original creation date and average rating of articles
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 183
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Ensure all users refrain from logging into production for an entire day prior to deployment.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,C,E
NEW QUESTION 184
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based profiles to restrict access by mapping article types
- B. Create geography-based profiles to restrict access using data categories
- C. Create geography-based roles to restrict access by mapping article types
- D. Create geography-based roles to restrict access using data categories
Answer: D
NEW QUESTION 185
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case record page.
- B. Quick Actions must be enabled in the org.
- C. Global Actions need to be on the publisher layout.
- D. The specific Quick Action must be added to the Case Feed.
Answer: A,D
NEW QUESTION 186
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Mobile Connect
- B. omni Channel
- C. Field Service
- D. Contact Request
Answer: C
NEW QUESTION 187
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Skills-based routing
- C. Chat Queue-based routing
- D. Omni-channel Queue-based routing
Answer: D
NEW QUESTION 188
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Enable Work Orders.
- C. Create an Entitlement Process.
- D. Set up Milestones.
Answer: C,D
NEW QUESTION 189
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use a workflow rule to send an email to the product manager
- B. Use an assignment rule to assign new cases to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use Chatter case feed and case teams to monitor cases
Answer: A
NEW QUESTION 190
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show all cases across tiers filtered by an escalation flag.
- B. Create an approval process to ensure only the appropriate cases get escalated.
- C. Create a case report to show the number of cases for each tier and sort them by case owner.
- D. Create a custom trigger to generate history when cases get escalated between tiers.
Answer: A
NEW QUESTION 191
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. Case volume by channel.
- D. Open cases by reason.
Answer: B
NEW QUESTION 192
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Enable the case survey option on the case object
- B. Create a Web-to-case form with a custom case type of survey
- C. Enable the case survey auto-response rule
- D. Check the survey option in the case settings
Answer: B
NEW QUESTION 193
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Full Sandbox
- B. Developer Pro Sandbox
- C. Administrator Sandbox
- D. Partial Copy Sandbox
Answer: A,B,D
NEW QUESTION 194
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Project kickoff presentation
- B. Requirements traceability matrix
- C. Project milestones
- D. Solution design document
Answer: A,C
NEW QUESTION 195
Which method can be used to route cases from social channels?
- A. Enable Social Customer Service and add assignment rules to the case object.
- B. use Twitter-to-case and add workflow rules to the case object.
- C. Enable Social Network Profile and add workflow rules to the contact object.
- D. Enable Social Network Profile and add assignment rules to the case object.
Answer: A
NEW QUESTION 196
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 customer ratings
- C. Number of approved articles
- D. Number of archived articles
Answer: A
NEW QUESTION 197
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