Pass CRT-261 Exam with Updated CRT-261 Exam Dumps PDF 2022
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The benefit in Obtaining the CRT-261 Exam Certification
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
NEW QUESTION 79
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. Notify customers once the upgrade is completed and full services are restored.
- B. Replace the default outage page with a custom page containing upgrade information.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Publish ongoing updates to the community knowledge base with details about the upgrade.
- E. Communicate information about the upgrade to customers in advance.
Answer: A,B,E
NEW QUESTION 80
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Path for Cases
- D. Lightning Row for Service
Answer: B,D
NEW QUESTION 81
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Grant managers the Manage Salesforce Knowledge permission.
- C. Grant managers the Manage Data Categories permission.
- D. Create at least two different data categories.
- E. Create at least two different article types.
Answer: A,B,E
NEW QUESTION 82
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. Customer Community
- C. Employee Community
- D. Reseller Community
Answer: A
NEW QUESTION 83
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Hide the Article Management tab for users who should have read-only access to articles.
- D. Set the organization-wide default to private and create sharing rules for the FAQ article type
Answer: A,B
NEW QUESTION 84
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, contract line items, milestones, and entitlements
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: B
NEW QUESTION 85
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 86
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: C
NEW QUESTION 87
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
- A. Implement an adapter built on Open CTI.
- B. Move to a cloud -based telephony system.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Implement an adapter using the Telephony API.
Answer: A
NEW QUESTION 88
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Enable and configure wildcards for article searches
- B. Require that an article be added when closing a case
- C. Restrict the Manage Articles user permission
- D. Set up an intuitive Data Category hierarchy
Answer: C,D
NEW QUESTION 89
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. Use Process Builder with Scheduled Actions
- B. Define Entitlement and Milestones.
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: B
NEW QUESTION 90
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FaQ record type
- B. Set article Org Wide Default to Public ReadWrite.
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
Answer: A
NEW QUESTION 91
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Add an object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 92
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. Configure Macros
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: B
NEW QUESTION 93
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Create a group of super users that will evaluate and manage articles.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Send out a monthly survey to customers requesting feedback.
- D. Contact Salesforce to send a report on article efficacy.
Answer: B
NEW QUESTION 94
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Predictive dialer for outbound calls
- C. Visibility into service entitlements
- D. Mobile access to case information
Answer: C,D
NEW QUESTION 95
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed with an attached article
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 96
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. Salesforce Knowledgebase
- B. Field Service Lightning
- C. Chatter Groups
- D. Service Cloud SOS
Answer: B,D
NEW QUESTION 97
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. Salesforce for Outlook
- D. On-Demand Email-to-Case
Answer: B
NEW QUESTION 98
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