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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Exam is a certification program designed specifically for professionals who want to demonstrate their expertise in implementing Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is recognized globally and is highly regarded in the industry. It is designed to test the knowledge, skills, and abilities of candidates in various areas related to Service Cloud, such as omni-channel support, Service Cloud automation, and advanced analytics.

 

NEW QUESTION # 54
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A. Replace the default outage page with a custom page containing upgrade information.
• B. Send routine status updates to customers via Chatter during the upgrade.
• C. Communicate information about the upgrade to customers in advance.
• D. Publish ongoing updates to the community knowledge base with details about the upgrade.
• E. Notify customers once the upgrade is completed and full services are restored.

Answer: A,C,E

NEW QUESTION # 55
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

• A. Cases
• B. Contacts
• C. Contracts and SLASs
• D. Chatter Answers

Answer: B,D

NEW QUESTION # 56
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

• A. Follow-up emails and attachments related to a case are attached to the case
• B. Follow-up emails related to a case will update the case comments
• C. Only one inbound email address can be used for Email-to-Case
• D. Assignment, escalation, and workflow rules are processed on inbound emails

Answer: A,B

NEW QUESTION # 57
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

• A. Configure the agent console and display the articles, case view, and external system custom object
• B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
• C. Create a custom Visualforce page to display case list view, external system, and knowledge articles
• D. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

Answer: D

NEW QUESTION # 58
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

• A. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
• B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
• C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
• D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Answer: A

NEW QUESTION # 59
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

• A. Create a service cloud console to support all channel groupings.
• B. Create an agent profile for each channel grouping.
• C. Create an agent role for each channel grouping.
• D. Create a unique case page layout for each channel grouping.

Answer: D

NEW QUESTION # 60
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

• A. Create a screen-based flow accessible from the Experience site and internaly.
• B. Add a custom Lightning component to the site and the Case Lightning record page.
• C. Use email to case for the client to submit the relevant information to the specialist.
• D. Post a web to case form on the site and assign the case to the specialist for completion.

Answer: B

NEW QUESTION # 61
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the case lifecycle report type.
• B. Create a report using the case historical trending report type.
• C. Create a report using the case snapshot report type.
• D. Create a report using the case age report type.

Answer: A

NEW QUESTION # 62
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 ?what required step should a consultant address before configuring omni channel ?

• A. From setup select omnichannel and select enable omni channel
• B. Create SF cases to have omni channel enabled
• C. customize service channel settings to define how the org receives work various sources
• D. create the necessary objects in SF

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. Escalation rule
• C. Public groups
• D. Chatter groups

Answer: D

NEW QUESTION # 64
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer

• A. Create public groups with article managers and assign each group to specific publication states.
• B. Create publication teams with article managers and assign each team to specific publication states.
• C. Create publication teams with article managers and assign each team to specific article actions.
• D. Create public groups with article managers and assign each group to specific article actions.

Answer: D

NEW QUESTION # 65
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

• A. The report has a standard Report Type.
• B. The report is shared with a Chatter Group.
• C. The report is a Summary or Matrix report.
• D. The report chart is added to the Page Layout.
• E. The report contains a chart.

Answer: C,D,E

NEW QUESTION # 66
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. Assignment rules
• B. Auto-response rules
• C. Workflow rules
• D. Validation rules

Answer: C

NEW QUESTION # 67
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

• A. Enable Work Orders.
• B. Set up Milestones.
• C. Create an Entitlement Process.
• D. Configure Service Contracts.

Answer: B,C

NEW QUESTION # 68
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

• A. Configure Macros
• B. Collapsible Sidebar Components
• C. Console Keyboard Shortcuts
• D. Multiple Monitors Components

Answer: A

NEW QUESTION # 69
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. Assign the correct Salesforce users to the Call Center.
• B. Enable Live Agent in their community to chat with an agent.
• C. Create a softphone layout and assign to user profiles.
• D. Install an adapter from AppExdiange to work with third-party CTI systems.
• E. Assign the Salesforce CTI license to Salesforce users.

Answer: A,C,D

NEW QUESTION # 70
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

• A. Escalated cases by account month to date
• B. High priority cases opened by account month to date
• C. Time spent by account year to date
• D. New cases opened by the account channel

Answer: A,B

NEW QUESTION # 71
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

• A. On-demand email to case with sites
• B. Email to care with Site
• C. Email to case with web to case
• D. On-demand email to case

Answer: C

NEW QUESTION # 72
Milestones can be added to which three Object types? Choose 3 answers

• A. Service
• B. Entitlement
• C. Case
• D. Work Order
• E. Account

Answer: B,C,D

NEW QUESTION # 73
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

• A. Use Einstein Next Best Action.
• B. Implement record types and pege layouts.
• C. Improve Validation Ru!e messages.
• D. Configure Path for Cases.

Answer: B

NEW QUESTION # 74
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A. Case Assignment Rules
• B. Customer Community
• C. Emebedded Chat Service
• D. Web-to-Case

Answer: C

NEW QUESTION # 75
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

• A. Quick Action
• B. Macros
• C. History Utility
• D. Outbound Sales Dialer

Answer: C,D

NEW QUESTION # 76
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