100% PASS RATE Salesforce Service Cloud Consultant CRT-261 Certified Exam DUMP with 199 Questions
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Salesforce CRT-261 Certification Exam is a highly sought-after certification among professionals looking to specialize in the Service Cloud Consultant domain. CRT-261 exam is designed to test the knowledge and expertise of individuals in implementing and designing Salesforce solutions for customer service and support.
NEW QUESTION # 47
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. Web-to-Case
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION # 48
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
- A. Einstein Reply Recommendations
- B. Einstein Article Recommendations
- C. Einstein Bots 27: B is correct answer
Answer: B
Explanation:
To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries.
NEW QUESTION # 49
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. Filter the views by case owner
- B. Reduce the number of fields displayed
- C. Restrict visibility of the views
- D. Remove filter criteria from the views
Answer: A,B
NEW QUESTION # 50
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Path for Cases
- B. Lighining Row Component
- C. Service Console Macros
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 51
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. Omni channel
- B. Contact Requests
- C. Mobile connect
- D. field service
Answer: D
NEW QUESTION # 52
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Configure case escalation rules.
- B. Use Flow Builder to create a flow with scheduled path.
- C. Estabalish case assignment rules.
- D. Define case auto-response rules.
Answer: A
Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
NEW QUESTION # 53
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report that displays # of cases with articles attached during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: A,B
NEW QUESTION # 54
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
- A. Migrate the data to a data lake and request a dashboard.
- B. Use Einstein Analytics for Service Cloud,
- C. Create reports from Cases and display on a dashboard.
Answer: B
Explanation:
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.
NEW QUESTION # 55
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Retrieve Social Studio credentials.
- C. Enable the Moderation feature to automatically create cases from posts.
- D. Create and assign permission sets to give agents social account access.
Answer: A,D
NEW QUESTION # 56
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to customize reports and dashboards
- C. Allows customers to search a knowledge base.
- D. Allows customers to customize their user interface
Answer: A,C
NEW QUESTION # 57
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
- A. Consolidate into 3 or fewer category groups.
- B. Reorganize Into a hierarchy with 6 or fewer levels.
- C. Organize up to 200 categories in each category group.
- D. Assign up to 10 data categories per category group to each article.
Answer: B
Explanation:
Reorganizing into a hierarchy with 6 or fewer levels is a recommendation that the consultant should make to Cloud Kicks when migrating from an external knowledge base to Salesforce Knowledge. Salesforce Knowledge has a limit of 6 levels for data category hierarchies, which are used to organize and filter articles by topic or type. Data categories can help users find relevant articles based on their search criteria or case information. Cloud Kicks should restructure their existing topics and subtopics into data categories and data category groups that fit within the Salesforce Knowledge limits and best practices. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.knowledge_categories_best_practices.htm&type=5
NEW QUESTION # 58
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. On-Demand Email-to-Case
- C. Email-to-Case
- D. Web-to-Case
Answer: B
Explanation:
Explanation
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5
NEW QUESTION # 59
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Plan, prepare, test, execute, validate.
- B. Plan, prepare, validate, execute, test
- C. Prepare, plan, Test, execute, validate.
- D. Prepare, plan, validate, execute, test
Answer: A
Explanation:
Explanation
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices
NEW QUESTION # 60
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Service Console
- B. Quick Text
- C. Macros
- D. Lightning Utility Bar
Answer: C
Explanation:
Explanation
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 61
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. Create a related child case and assign the child case to the product development 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. Enable Chatter case feed and add product development team members to the case team.
Answer: B
NEW QUESTION # 62
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Next Best Actions
- B. Push Notifications
- C. Omni-channel Supervisor
- D. Case Feed
Answer: C
NEW QUESTION # 63
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific article actions to each team.
- D. Assign article managers to public groups and specific article actions to each group.
Answer: D
NEW QUESTION # 64
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
- A. View All for Case
- B. Manager groups
- C. Case teams
Answer: C
Explanation:
To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.
NEW QUESTION # 65
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Set the Contact Do not Call field value to true.
- B. Configuration a Validation Rule to block on-click calling.
- C. Use Dynamic Forms to conditionally hide the one-click field.
- D. Configure Dialer to use Voicemail Crop by default.
Answer: C
NEW QUESTION # 66
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. Reduced issue resolution time
- B. A knowledge article life cycle that evolves based on usage and demand
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. Reduced first contact resolution
Answer: A,B
Explanation:
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5
NEW QUESTION # 67
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