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NEW QUESTION # 109
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Configure the Case highlights panel
- B. Configure Case Feed page layouts
- C. Add a Visualforce page to the Case layout
- D. Create Salesforce Classic Quick Action
Answer: B
NEW QUESTION # 110
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- B. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- C. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- D. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Answer: B
Explanation:
Explanation
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee
NEW QUESTION # 111
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 cases closed by self-service users.
- B. Number of Knowledge articles created each month.
- C. Number of cases created using Communities by month.
- D. Average call handle time by team.
Answer: A,C
NEW QUESTION # 112
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. Provide a macro that will automatically create the activities when executed.
- B. Add an object-specific custom quick action to create new activities.
- 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: A
NEW QUESTION # 113
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Prioritize the requirements based on who submitted them.
- B. Provide a timeline that addresses all the requirements.
- C. Organize the requirements from largest to smallest.
- D. Identify the requirements needed for initial GoLive.
Answer: D
NEW QUESTION # 114
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
- A. Focus on scalability for handling high inquiry volume.
- B. Emphasize continuous monitoring of chat.
- C. Work on integrating with social media platforms.
Answer: A
Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
NEW QUESTION # 115
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. Report Subscriptions by call center
- B. DynamicDahsbaord by Call Center
- C. Reporting Snapshots by call center
- D. Case report grouped by call center
Answer: C
Explanation:
Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5
NEW QUESTION # 116
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Visualforce custom page Questions & Answers PDF Page 6
- C. Salesforce Console for Service
- D. Auto launch flow
Answer: C
NEW QUESTION # 117
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users are assigned the Live Agent feature license.
- C. Verify that users are assigned the Live Agent user profile.
- D. Verify that users have access to the Live Agent public group.
Answer: C
NEW QUESTION # 118
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Web-to-Case
- C. Case submitted using chat
- D. Email-to-Case
Answer: A
NEW QUESTION # 119
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Automatic Call Distribution
- B. Knowledge Base
- C. Customer Community
- D. Service Cloud Console
Answer: B,C
NEW QUESTION # 120
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Use Apex to create an adapter to work with third-party CTI systems
- B. Assign the Salesforce users to the Call Center.
- C. Install an adapter from AppExchange to work with third-party CTI systems
- D. Create a SoftPhone layout and assign to user profiles
- E. Assign the Salesforce CTI license to Salesforce users
Answer: B,C,D
NEW QUESTION # 121
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Solution design document
- B. Project kickoff presentation
- C. Project milestones
- D. Requirements traceability matrix
Answer: B,C
NEW QUESTION # 122
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and account teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Answer: B
Explanation:
Explanation
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 123
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. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION # 124
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Enable Knowledge User for Service Agents.
- B. Use Smart Link to Article to select the prior version.
- C. Use the Clone option to create a new article.
- D. Select Flag as new version' checkbox when publishing.
Answer: D
Explanation:
Explanation
When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases. Verified References: [Flag an Article as a New Version When You Publish It]
NEW QUESTION # 125
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Validation rules
- B. Assignment rules
- C. Workflow rules
- D. Auto-response rules
Answer: C
NEW QUESTION # 126
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create the necessary objects in Salesforce.
- B. Create a Salesforce Case to have Omni-Channel enabled.
- C. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- D. Customize service channel settings to define how the organization receives work from various
Answer: D
Explanation:
Explanation
Service channels are a required step before configuring Omni-Channel routing. Service channels allow you to define how your organization receives work from various sources, such as cases, chats, leads, orders, or custom objects. You can specify the type, priority, and capacity weight of each service channel, which determines how Omni-Channel routes work items to agents. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Service Channels
NEW QUESTION # 127
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Prioritize the requirements based on who submitted them.
- B. Provide a timeline that addresses all the requirements.
- C. Organize the requirements from largest to smallest.
- D. Identify the requirements needed for initial GoLive.
Answer: D
Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices
NEW QUESTION # 128
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 lookup field to case page layouts.
- B. Add a Validation Rule that ensures each Case has an entitlement.
- C. Add the entitlement related list to account page layouts.
- D. Add a Validation Rule that ensures each Account has an entitlement.
Answer: C
NEW QUESTION # 129
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Customer does not know they were transferred.
- B. The Customer is shown the new Representative's Name
- C. Both Service Reps can chat with the Customer.
- D. The Chat Transcript and Case are transferred.
Answer: B,D
Explanation:
Explanation
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now.
The customer will also see a message that says "You have been transferred" on their chat window.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues
NEW QUESTION # 130
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. Omni-channel Supervisor
- B. Next Best Actions
- C. Push Notifications
- D. Case Feed
Answer: A
Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview
NEW QUESTION # 131
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Enable Live Agent in their community to chat with an agent.
- D. Assign the Salesforce CTI license to Salesforce users.
- E. Install an adapter from AppExdiange to work with third-party CTI systems.
Answer: A,B,E
NEW QUESTION # 132
The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?
- A. Create a case team workspace in Slack.
- B. Enable and configure Swarming in Slack.
- C. Configure a case notification Slackbot.
Answer: A
Explanation:
Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.
NEW QUESTION # 133
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. History Utility in the Utility bar.
- B. Actions & Recommendations component.
- C. Recent Items set to Account object.
- D. Screen flow launched from a global action.
Answer: A
Explanation:
Explanation
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5
NEW QUESTION # 134
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