Latest Dec 08, 2023 Real CRT-261 Exam Dumps Questions Valid CRT-261 Dumps PDF
Salesforce CRT-261 Exam Dumps - PDF Questions and Testing Engine
Salesforce CRT-261 certification exam is an essential credential for professionals who want to demonstrate their expertise in the Service Cloud platform. By passing CRT-261 exam, candidates can enhance their skills and knowledge in customer service, technical support, and sales roles. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries.
NEW QUESTION # 68
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Process Builder
- B. Lightning Knowledge
- C. Visual Workflow
- D. Macros
Answer: A
NEW QUESTION # 69
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Develop and publish a knowledge management system
- C. Implement Field Service Lightning.
- D. Integrate with an enterprise resource planning system.
Answer: C
NEW QUESTION # 70
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Service Console
- B. Messaging
- C. Social Customer Service
- D. Chat
Answer: A,B
NEW QUESTION # 71
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Track not promoter scores as part of an automated survey after case closure for every cote.
- B. Benchmark the average cases per agent versus the team average across each case channel
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Track the average calls per day, average cases per agent, and average cases per case type.
Answer: D
NEW QUESTION # 72
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. Define criteria-based record page components
- B. Configure Macros
- C. Enable Keyboard shortcuts
- D. Create multiple Console layouts
Answer: C
NEW QUESTION # 73
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 # 74
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. Time and Attendance
- B. Automatic Call Distributor
- C. Private Branch Exchange
- D. Interactive Voice Response
Answer: D
NEW QUESTION # 75
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call deflection
- B. Increased call routing accuracy
- C. Optimized use of resources
- D. Reduced issue resolution time
- E. Reduced support channels
Answer: C,D,E
NEW QUESTION # 76
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Allows Chatter Messenger to be used between agents
- B. Indicates when records and lists are changed by others
- C. Displays records and their related items as tabs on one screen
- D. Is available for users in the partner portal
Answer: A,C
NEW QUESTION # 77
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Social Feed
- C. The Case Feed
- D. A Custom Component
Answer: C
NEW QUESTION # 78
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Create a task related to the article with a reminder set for the article start date.
- C. Set the article publish date to automatically display the article on the start datE.
- D. Create a workflow rule to update the article status to Published on the article start date.
Answer: C
NEW QUESTION # 79
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Article Translation
- B. Apex Trigger
- C. Approval Process
- D. Smart Links
Answer: D
NEW QUESTION # 80
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION # 81
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. Visibility into service entitlements
- C. Chatter groups for customer
- D. Predictive dialer for outbound calls
Answer: A,B
NEW QUESTION # 82
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. No Resource
- B. Independent
- C. Auto-Add
- D. Sequential
Answer: D
NEW QUESTION # 83
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Enable the Moderation feature to automatically create cases from posts.
- B. Create and assign permission sets to give agents social account access.
- C. Retrieve Social Studio credentials.
- D. Select two Twitter or Facebook accounts.
Answer: A,B
NEW QUESTION # 84
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Set up interaction logs and assign them to user profiles.
- B. Set up users and assign them to a queue.
- C. Customize highlights panels for all objects.
- D. Assign users the Service Cloud User feature license.
- E. Customize case list views.
Answer: A,C,D
NEW QUESTION # 85
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