Oct 04, 2021 Step by Step Guide to Prepare for CRT-261 Exam BrainDumps
Salesforce Service Cloud Consultant CRT-261 Real Exam Questions and Answers FREE Updated on 2021
NEW QUESTION 196
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure article types for each kind of content
- B. Define approval processes for each product
- C. Configure data category values for each product
- D. Configure workflow rules for each data category
- E. Define approval processes for each article type
Answer: A,C,D
NEW QUESTION 197
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 cases created using Communities by month.
- C. Average call handle time by team.
- D. Number of Knowledge articles created each month.
Answer: A,B
NEW QUESTION 198
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. Time spent by account year to date
- B. New cases opened by the account channel
- C. Escalated cases by account month to date
- D. High priority cases opened by account month to date
Answer: C,D
NEW QUESTION 199
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Open CTI
- C. Local Presence
- D. Macros
Answer: A
NEW QUESTION 200
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Self Service Portal
- C. Customer Portal
- D. Chatter feeds
Answer: D
NEW QUESTION 201
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Knowledge on a portal
- B. Enable service contracts and entitlements
- C. Leverage Live Agent for web-based chat
- D. Implement Service Cloud console to support agents
Answer: A,C
NEW QUESTION 202
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 tabs with Case Subtabs
- B. Account tabs and Cases tab
- C. Account tab with Cases related list
- D. Case tabs with Account subtabs
Answer: C
NEW QUESTION 203
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION 204
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Create a central "Contact Us" page which provides access to all available channels.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Answer: A,B,C
NEW QUESTION 205
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the same reference
Answer: C
NEW QUESTION 206
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Employee Community
- C. Customer Community
- D. Reseller Community
Answer: A
NEW QUESTION 207
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
NEW QUESTION 208
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 209
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. Salesforce Console for Service
- B. Visualforce custom page
- C. Auto launch flow
- D. Process Builder
Answer: A
NEW QUESTION 210
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Employee Community
- B. Company Community
- C. Customer Community
- D. Partner Community
Answer: C
NEW QUESTION 211
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. web-to-Case
- D. An AppExchange package
Answer: A
NEW QUESTION 212
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Omni-Channel
- C. Page Layouts
- D. Record Types
- E. Article Types
Answer: A,B,D
NEW QUESTION 213
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Field Service Lightning
- B. Chatter Groups
- C. Salesforce Knowledgebase
- D. Service Cloud SOS
Answer: A,D
NEW QUESTION 214
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Enable Omni Channel by clicking Settings in Setup
- B. Assign Users to Omni Channel permissions
- C. Assign Users to the Omni Channel Feature License
- D. Contact Salesforce to have Omni Channel enabled
Answer: A
NEW QUESTION 215
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Select a window of time when users will NOT be making changes to the organization.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Migrate a test deployment to a staging environment for a smoother real-life experience.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: B,C,D
NEW QUESTION 216
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