[Nov-2021] Verified Salesforce CRT-261 Bundle Real Exam Dumps PDF

CRT-261 Dumps PDF New [2021] Ultimate Study Guide

How to book the CRT-261 Exam

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Who should take the CRT-261 exam

The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.

 

NEW QUESTION 23
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

• A. Enable Ideas in a customer portal
• B. Enable Chatter for agent collaboration
• C. Enable Live Agent to handle incoming service inquiries
• D. Create auto-response templates for incoming emails

Answer: B,C

 

NEW QUESTION 24
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A. Create auto response templates for emails.
• B. Enable Ideas in a Service Cloud portal.
• C. Enable Chatter for agent collaboration.
• D. Enable Knowledge in a Service Cloud portal.

Answer: A,D

 

NEW QUESTION 25
What statement is true about the Salesforce Knowledge article lifecycle?

• A. Knowledge uses public groups as a way to assign users to specific tasks related to articles
• B. Approval process CANNOT allow publishing of articles that have specific validation statuses
• C. Article permission sets allow agents to participate in the article publishing process
• D. Articles CANNOT be published until they are reviewed and validated by a qualified author

Answer: C

 

NEW QUESTION 26
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

• A. Mobile access to case information
• B. Chatter groups for customer
• C. Predictive dialer for outbound calls
• D. Visibility into service entitlements

Answer: A,D

 

NEW QUESTION 27
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

• A. Create a case validation rule to ensure cases are owned by a user when closed.
• B. Use a data tool to update the owner field on closed cases.
• C. Create a Process Builder and Flow to change the owner on closed cases.
• D. Create a case assignment rule to ensure cases are owned by a user when closed.

Answer: B,D

 

NEW QUESTION 28
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A. Configure Case Escalation Rules.
• B. Enable Omni-Channel Routing.
• C. Define Entitlement and Milestones.
• D. Use Process Builder with Scheduled Actions

Answer: C

 

NEW QUESTION 29
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

• A. Custom report
• B. Custom related list
• C. Custom Visual force page
• D. Customer view of case tab

Answer: C

 

NEW QUESTION 30
Which solution should a consultant recommend?

• A. Enable the knowledge sidebar setting in the case support settings.
• B. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• C. Enable the knowledge sidebar related list on the case page layout.
• D. Create a visualforce page called knowledge sidebar on the case page layout.
• E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Answer: B

 

NEW QUESTION 31
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

• A. Customer retention
• B. Average handle time
• C. Upsell percentage
• D. First call resolution

Answer: B,D

 

NEW QUESTION 32
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

• A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
• B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
• C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
• D. Set up IVR with an automated response for customers affected by the recall to defect calls.

Answer: D

 

NEW QUESTION 33
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

• A. Visibility and access to the RMA and FSR records
• B. Relationship to the primary contact
• C. Average incoming case volume
• D. Case closure rules on the original case
• E. RMA and FSR escalation requirements

Answer: A,D,E

 

NEW QUESTION 34
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

• A. Enable Keyboard shortcuts
• B. Configure Macros
• C. Define criteria-based record page components
• D. Create multiple Console layouts

Answer: A

 

NEW QUESTION 35
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

• A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
• B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
• C. Escalation Rules, Queues, Public Groups, Live Agent
• D. Escalation Rules, Queues, Chatter Groups, Omni-Channel

Answer: B

 

NEW QUESTION 36
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

• A. Omni-channel
• B. Entitlements
• C. Case escalation
• D. Case milestones

Answer: A,B,C

 

NEW QUESTION 37
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 a Validation Rule that ensures each Case has an entitlement.
• B. Add a Validation Rule that ensures each Account has an entitlement.
• C. Add the entitlement lookup field to case page layouts.
• D. Add the entitlement related list to account page layouts.

Answer: D

 

NEW QUESTION 38
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A. Create a custom tab of type URL that displays a search page from the billing system
• B. Create a Visualforce page that retrieves payment information via a Web Service call-out
• C. Import payment data into Salesforce and add to the contact page layout related list
• D. Create a custom web service to handle invoice inserts and updates from the billing system

Answer: B

 

NEW QUESTION 39
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 in each status
• C. Number of cases by type by owner
• D. Number of solutions created per agent

Answer: A,C

 

NEW QUESTION 40
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How to study the CRT-261 Exam

There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. TestSimulate expert team recommends you to prepare some notes on these topics along with it don’t forget to practice CRT-261 Exam dumps which been written by our expert team, Both these will help you a lot to clear this exam with good marks.

 

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