[Dec-2021] Pass CRT-261 Exam in First Attempt UpdatedCRT-261 Exam4Tests Exam Question
Salesforce Service Cloud Consultant Dumps CRT-261 Exam for Full Questions - Exam Study Guide
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 dumps will include the following topics:
- Industry Knowledge 22%
- Knowledge Channels 9%
- Service Cloud Solution Design 19%
- Case Management 11%
- Interaction Channels 9%
- Contact Center Analytics 5%
- Implementation Strategies 19%
- Integration and Data Management 6%
NEW QUESTION 126
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. Assign the Salesforce CTI license to Salesforce users
- B. Create a SoftPhone layout and assign to user profiles
- C. Assign the Salesforce users to the Call Center.
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Install an adapter from AppExchange to work with third-party CTI systems
Answer: B,C,E
NEW QUESTION 127
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: A
NEW QUESTION 128
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can download and view content
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can be part of a case team
Answer: C
NEW QUESTION 129
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Live Agent
- C. Chatter Questions
- D. Community
Answer: C,D
NEW QUESTION 130
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Configure Case Escalation Rules.
- B. Establish Case Assignment Rules.
- C. Define Case Auto-Response Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: C
NEW QUESTION 131
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Products
- C. Service contracts
- D. Contacts
Answer: C,D
NEW QUESTION 132
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Integration with Lead Generation team and apps
- B. Strategies to maximize call deflection
- C. Integration with Field service teams and apps
- D. Performance for high volume of interactions
Answer: A,D
NEW QUESTION 133
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a task related to the article with a reminder set for the article start date.
- B. Send an email reminder to update the article status to Published on the start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION 134
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact related list load time
- C. Contact list view edit time
- D. Contact report run time
Answer: D
NEW QUESTION 135
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. Customer Community
- B. Automatic Call Distribution
- C. Knowledge Base
- D. Service Cloud Console
Answer: A,C
NEW QUESTION 136
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification of the production migration checklist
- B. Approval of test scripts from the business lead
- C. Verification that sample data has been loaded
- D. Fund customer approval on training materials
Answer: B,C
NEW QUESTION 137
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlements related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
Answer: A
NEW QUESTION 138
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Cleanse the data outside of Satesfbrce and then migrate the data.
Answer: D
NEW QUESTION 139
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interaction channel and assign them to different agent profiles.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION 140
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Auto-response rules
- B. Escalation rules
- C. Workflow rules
- D. Case teams
Answer: C,D
NEW QUESTION 141
......
Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Authentic Best resources for CRT-261 Online Practice Exam: https://www.exam4tests.com/CRT-261-valid-braindumps.html
Get the superior quality CRT-261 Dumps with explanations waiting just for you, get it now: https://drive.google.com/open?id=1c_2Iq2doamBMSMfioKLIJ6bFT93Zjeth