[Jan 07, 2024] Get Up-To-Date Real Exam Questions for CRT-261 with New Materials
Updated CRT-261 Certification Exam Sample Questions
The Salesforce CRT-261 exam consists of 60 multiple-choice questions that must be answered within 105 minutes. Candidates must achieve a score of 70% or higher to earn the certification. Certification Preparation for Service Cloud Consultant certification’s validity is three years, after which the candidate must recertify to maintain their credential. CRT-261 exam is challenging, but with proper preparation, candidates can pass the exam and earn the certification, which will help them stand out in the job market and advance their careers in the Salesforce ecosystem.
Preparing for the Salesforce CRT-261 exam can be a daunting task, but there are many resources available to help candidates succeed. Salesforce offers several training courses, including Service Cloud Consultant Certification Preparation, which covers all exam topics in depth. Additionally, there are many online communities and forums where candidates can connect with other professionals and share study tips and resources. With the right preparation, candidates can feel confident in their ability to pass the Salesforce CRT-261 exam and become certified Service Cloud Consultants.
NEW QUESTION # 43
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Direct Messaging
- B. Case queues
- C. Lightning Component
- D. Contact Request flow
Answer: B
NEW QUESTION # 44
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Enable web -to -case on their public website.
- C. Use a community template to set up their customer community.
- D. Add the Question action to Chatter in the community publisher.
Answer: C,D
NEW QUESTION # 45
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 are not associated with a role in the hierarchy
- C. Users can be part of a case team
- D. Users cannot own records
Answer: B
NEW QUESTION # 46
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 evolves based on usage and demand
- B. Reduced first contact resolution
- C. Reduced issue resolution time
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
Answer: B,C
NEW QUESTION # 47
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION # 48
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 Snapshot report type.
- B. Create a report using the Case Lifecycle report type.
- C. Create a report using the Case Age report type.
- D. Create a report using the Case Historical Trending report type.
Answer: B
NEW QUESTION # 49
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. A Process Builder
- B. Validation rule
- C. Workflow
- D. Assignment rule
Answer: A
NEW QUESTION # 50
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Enable the case survey auto-response rule
- B. Create a Web-to-case form with a custom case type of survey
- C. Check the survey option in the case settings
- D. Enable the case survey option on the case object
Answer: B
NEW QUESTION # 51
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Build a repository of Knowledge articles related to integration and share it with the customer.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Enable Chatter case feed and add product development team members to the case team.
- D. Create a related child case and assign the child case to the product development team.
Answer: B
NEW QUESTION # 52
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?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create the necessary objects in Salesforce.
- D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
Answer: D
NEW QUESTION # 53
For which purpose should a contact center use Visual Flow?
- A. To escalate to the support manager if it has been open for more than 72 hours
- B. To automate business processes for agents who troubleshoot customer support issues via phone
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level
Answer: B
NEW QUESTION # 54
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All open Cases by Priority
- B. All Cases closed Month-to-date
- C. Case resolution time
- D. All open cases by Channel
- E. All Cases by Customer
Answer: A,C,D
NEW QUESTION # 55
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and total number of article views
- B. Last modified date and number of recent article views
- C. Original creation date and average rating of articles
- D. Last modified date and frequent search terms
Answer: B
NEW QUESTION # 56
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. Company Community
- B. Employee Community
- C. Customer Community
- D. Partner Community
Answer: C
NEW QUESTION # 57
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. RESTful services with GET, POST, or PUT
- B. Visualforce page APEX SOAP async callout
- C. Schedule batch Apex processing job
- D. Workflow-driven outbound messaging
Answer: D
NEW QUESTION # 58
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Operating Hours and Shifts
- B. Field Service Inventory
- C. Service Appointment Bundling
- D. Work Oder Assignment
Answer: B
Explanation:
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
NEW QUESTION # 59
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. Publish ongoing updates to the community knowledge base with details about the upgrade.
- B. Notify customers once the upgrade is completed and full services are restored.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Communicate information about the upgrade to customers in advance.
- E. Replace the default outage page with a custom page containing upgrade information.
Answer: B,D,E
NEW QUESTION # 60
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Cross-sell promotions for agents
- B. Decision-based troubleshooting for agents
- C. Field validation during case creation
- D. Caller verification and creation of a new case
- E. Assignment of email to a case queue based on subject
Answer: A,B,D
NEW QUESTION # 61
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Allow shift trading between agents
- C. Provide additional training on tools and process
- D. Mix telephony interactions with email and chat
Answer: A,B
NEW QUESTION # 62
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Standard for managing customer support and delivery
- B. Process for creating and maintaining knowledge
- C. Method for social media management
- D. Share knowledge with the business partners
Answer: B,D
NEW QUESTION # 63
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Redirect users from the company site to social media forums about the products.
- B. Make contact center representatives accessible 24/7 to distribute the call volume.
- C. Hire contact center representatives that specialize in each of the product categories.
- D. Make knowledge base articles and community answers accessible on its website.
Answer: D
NEW QUESTION # 64
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. Web to case forms
- C. Omni channel routing
- D. On-Demand Email-to-case
Answer: D
NEW QUESTION # 65
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Configure LiveMessage
- B. Deploy Pre-Chat form
- C. Activate quick test
- D. Create quick actions
Answer: B,C
NEW QUESTION # 66
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 the entitlement lookup field to case page layouts.
- B. Add a Validation Rule that ensures each Case has an entitlement.
- C. Add a Validation Rule that ensures each Account has an entitlement.
- D. Add the entitlement related list to account page layouts.
Answer: D
NEW QUESTION # 67
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
Answer: B
NEW QUESTION # 68
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Salesforce CRT-261 certification is ideal for professionals who are looking to enhance their career in the field of Service Cloud. Certification Preparation for Service Cloud Consultant certification is recognized globally and is highly valued by employers. Certification Preparation for Service Cloud Consultant certification validates the candidate's knowledge and skills in Service Cloud and provides them with a competitive advantage in the job market.
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