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NEW QUESTION 195
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. RMA and FSR escalation requirements
• B. Average incoming case volume
• C. Case closure rules on the original case
• D. Relationship to the primary contact
• E. Visibility and access to the RMA and FSR records

Answer: A,C,E

 

NEW QUESTION 196
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

• A. Agent skill-based routing and predictive dialer
• B. Workforce management and customer satisfaction score
• C. Automatic call distributor and interactive voice response
• D. Average handling time and first call resolution time

Answer: C

 

NEW QUESTION 197
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

• A. High Volume Customer Portal
• B. Lightning External Apps Starter
• C. Customer Community Plus
• D. Customer Community

Answer: D

 

NEW QUESTION 198
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• B. Build a customer visual force page with the list view and assign it to the console sidebar.
• C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
• D. Configure the case list under custom console components so users can view the list view along with the case view

Answer: C

 

NEW QUESTION 199
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

• A. Displaying whether a case response complies with a customer's service level agreement
• B. Monitoring the case escalation rule queue to confirm service levels are met
• C. Identifying the customer contact associated with a particular stage of a service contract
• D. Representing metrics such as first-response and resolution time on cases

Answer: A,D

 

NEW QUESTION 200
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A. Have agents manually create Users when Community access is requested by Customers.
• B. Have agents provide Customers with Community registration instructions when working a case.
• C. Identify active Customers and send them registration instructions via email.
• D. Send email notifications to all Customers to join the Community.

Answer: B,C

 

NEW QUESTION 201
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 are assigned the Live Agent user profile.
• B. Verify that users have access to the Live Agent public group.
• C. Verify that users are assigned the Live Agent feature license.
• D. verify that users have access to the Live Agent chat buttons.

Answer: A

 

NEW QUESTION 202
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

• A. Implement Employee Communities with Content.
• B. Implement Customer Communities with Content.
• C. Implement Customer Communities with Knowledge.
• D. Implement Partner Communities with Knowledge.

Answer: C

 

NEW QUESTION 203
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. Escalation rule
• B. Chatter groups
• C. Mass email
• D. Public groups

Answer: B

 

NEW QUESTION 204
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

• A. Use entitlements to define a process and milestones
• B. Use escalation rules
• C. Use case teams to close

Answer: A

 

NEW QUESTION 205
Using Import Wizard, how many Asset records can you import at a time?

• A. 100,000
• B. You cannot import Assets via Import Wizard
• C. 0
• D. 50,000
• E. 1

Answer: B

 

NEW QUESTION 206
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. Send routine status updates to customers via Chatter during the upgrade.
• B. Communicate information about the upgrade to customers in advance.
• C. Notify customers once the upgrade is completed and full services are restored.
• D. Replace the default outage page with a custom page containing upgrade information.
• E. Publish ongoing updates to the community knowledge base with details about the upgrade.

Answer: B,C,D

 

NEW QUESTION 207
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

• A. Insert a reference Thread ID in the email subject template
• B. Use Omni-Channel to automatically route inbound email
• C. Assign a user to manually manage incoming email
• D. Convert to an On-Demand Email-to-Case setup

Answer: A

 

NEW QUESTION 208
Universal Containers needs to 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 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.
Which two solutions should a consultant recommend? Choose 2 answers

• A. Use Lightning Connect to connect and access data in real-time 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 as a related list.
• D. Create a custom tab of type URL that displays a search page from the billing system.

Answer: B,D

 

NEW QUESTION 209
Which metric influences customer satisfaction? Choose 2 answers

• A. Call quality
• B. After call work
• C. First call resolution
• D. Cost per call

Answer: A,C

 

NEW QUESTION 210
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

• A. Interactive Voice Response
• B. Computer Telephone Integration
• C. Social Customer Service
• D. Live Agent

Answer: C,D

 

NEW QUESTION 211
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

• A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
• B. A knowledge article life cycle that evolves based on usage and demand
• C. Reduced first contact resolution
• D. Reduced issue resolution time

Answer: C,D

 

NEW QUESTION 212
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A. Use change sets to import data categories
• B. Create a separate .csv for each article type
• C. Use the data loader to import unstructured articles
• D. Map articles with HTML sections to rich text area fields

Answer: C,D

 

NEW QUESTION 213
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

• A. An AppExchange Solution
• B. Customer Community
• C. Lightning Service Console
• D. Field Service Lightning

Answer: D

 

NEW QUESTION 214
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

• A. The Customer doesn't know they were transferred
• B. The Customer is shown the new Rep's name
• C. The chat transcripts and case are transferred
• D. Both Service Reps can chat with the customer

Answer: B,C

 

NEW QUESTION 215
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

• A. Open multiple case records as tabs and sub tabs
• B. Utility Bar
• C. Unique page layouts for each Case Record Type
• D. Access to Knowledge Articles

Answer: C,D

 

NEW QUESTION 216
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

• A. Average number of days to close cases
• B. Number of cases escalated
• C. Number of open cases per day
• D. Number of new customers added
• E. Number of closed cases on first call

Answer: A,B,C

 

NEW QUESTION 217
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

• A. Open CTI
• B. Macros
• C. Local Presence
• D. Lightning Dialer

Answer: D

 

NEW QUESTION 218
......

What is the duration of the CRT-261 Exam

• Passing Score: 67%
• Format: Multiple choices, multiple answers
• Length of Examination: 105 minutes
• Number of Questions: 60

 

Exam Questions for CRT-261 Updated Versions With Test Engine: https://www.testsimulate.com/CRT-261-study-materials.html