[Feb-2024] CRT-261 Dumps are Available for Instant Access from DumpsTests
Study resources for the Valid CRT-261 Braindumps!
Salesforce CRT-261 exam comprises 60 multiple-choice questions, which must be answered within 105 minutes. CRT-261 exam is divided into six sections, which cover topics such as Service Cloud solution design, Service Cloud solution architecture, Service Cloud data management, and Service Cloud implementation strategies. CRT-261 exam also assesses the candidate's knowledge of best practices for configuring Service Cloud features, such as case management, service contracts, entitlements, and knowledge management.
The Salesforce CRT-261 exam is composed of 60 multiple-choice questions and takes 105 minutes to complete. The passing score for the exam is 67%, and it is available in English, Japanese, and Portuguese. CRT-261 exam can be taken online, and candidates must register for it through the Salesforce website.
NEW QUESTION # 61
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Messaging
- B. Chat
- C. Social Customer Service
- D. Service Console
Answer: A,D
Explanation:
Explanation
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview
NEW QUESTION # 62
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Top Articles sorted descending
- B. Most Revised Articles
- C. Most Linked Articles
- D. Search Activity Gaps
Answer: A
NEW QUESTION # 63
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Mass email
- B. Chatter groups
- C. Public groups
- D. Escalation rule
Answer: B
NEW QUESTION # 64
Which solution can be used to improve call deflection?
- A. Community forum
- B. Assignment rules
- C. Web chat
- D. Knowledge base
- E. Case routing
Answer: C
NEW QUESTION # 65
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 open and closed cases without milestones and entitlements
- B. Migrate closed cases to a custom read-only object
- C. Migrate closed cases with milestones and entitlements
- D. Migrate open and closed cases with milestones and entitlements
Answer: C
NEW QUESTION # 66
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case age report type
- D. Create a report using the Case snapshot report type
Answer: B
NEW QUESTION # 67
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Comments list view
- B. Search utility component
- C. Global search
- D. Comment search component
Answer: C
Explanation:
Explanation
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search
NEW QUESTION # 68
What process is a use case for Visual workflow? Choose 3 answers
- A. Cross-self promotions for representatives
- B. Assignment of email to a case queue based on subject
- C. Field validation during case creation
- D. Caller verification and creation of a new case
- E. Decision-based troubleshooting for representatives
Answer: C,D,E
NEW QUESTION # 69
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Add Authors to the FaQ Data Category.
- B. Grant Authors access to the FaQ record type
- C. Set article Org Wide Default to Public ReadWrite.
- D. Grant Authors access to the FAQ article type.
Answer: B
NEW QUESTION # 70
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases by type by owner
- C. Number of cases in each status
- D. Number of solutions created per agent
Answer: A,B
NEW QUESTION # 71
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Reporting Snapshots by call center
- B. Report Subscriptions by call center
- C. DynamicDahsbaord by Call Center
- D. Case report grouped by call center
Answer: A
NEW QUESTION # 72
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION # 73
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: B,D
NEW QUESTION # 74
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Implement Recommended Articles.
- B. Deploy a Partner Central Community.
- C. Configure Web-to-Case.
- D. Create a Customer Experience Cloud site.
Answer: A
NEW QUESTION # 75
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. Web-to-case question
- B. While holding for a support agent
- C. An email to case inquiry
- D. On-demand email to case
Answer: A
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_deflection.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5
NEW QUESTION # 76
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create a data category for each product; assign data categories to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create an article action for each record type; assign record types to service agents.
Answer: A
NEW QUESTION # 77
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Set up a reporting snapshot of the case, contact and activity objects.
- B. Build a Summary report on Products and Activities.
- C. Create a Custom Report type with activities as the primary object.
- D. Customize the My Teams Calls this week standard report.
Answer: D
NEW QUESTION # 78
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Groups
- B. Chatter Answers
- C. Data Category Visibility
- D. Article Translation
Answer: A
Explanation:
Explanation
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business.
Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 79
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: A
NEW QUESTION # 80
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Read Only
- B. Private
- C. Read/Write
- D. Visible in Portal
Answer: A
NEW QUESTION # 81
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case report that displays all created or updated cases.
- B. Create a case list view that is filtered by My Case Teams.
- C. Create a case queue for all created or updated cases.
- D. Create an email alert notification for Case Teams.
Answer: C,D
NEW QUESTION # 82
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Digital Engagement Messaging
- B. Chat for Web and In-App
- C. Social Customer Service
- D. Einstein Bo
Answer: D
Explanation:
Explanation
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5
NEW QUESTION # 83
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On a record Activity Feed list
- C. On the Calendar right hand panel
- D. On a record Highlights Panel
Answer: A,B
Explanation:
Explanation
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages
NEW QUESTION # 84
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Data Category to assign an article record type to a Reviewer.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: A,C
NEW QUESTION # 85
......
Salesforce CRT-261 exam covers a range of topics related to the Service Cloud Consultant role, including service cloud architecture, design, implementation, and management. CRT-261 exam also covers topics such as customer engagement, case management, knowledge management, and integration with other Salesforce products. Certification Preparation for Service Cloud Consultant certification exam is designed to test the candidate's ability to navigate the Service Cloud interface, analyze customer data, and design solutions that meet the specific needs of their clients.
Updated CRT-261 Tests Engine pdf - All Free Dumps Guaranteed: https://www.dumpstests.com/CRT-261-latest-test-dumps.html
Latest Salesforce Service Cloud Consultant CRT-261 Actual Free Exam Questions: https://drive.google.com/open?id=1ndRdnxcW9P_77ZtD58S-mXHMCr1-gW1-