[2023] Use Valid New CRT-261 Test Notes & CRT-261 Valid Exam Guide
CRT-261 Actual Questions Answers PDF 100% Cover Real Exam Questions
NEW QUESTION # 114
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, contracts, milestones, and milestone actions
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: B
NEW QUESTION # 115
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Implement a customer self-service portal
- B. Prioritize customer calls based on their SLA
- C. Enable agents to transfer calls to other agents
- D. Cross-train agents on both product lines
Answer: A,D
NEW QUESTION # 116
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. Enable Keyboard shortcuts
- C. Create multiple Console layouts
- D. Configure Macros
Answer: B
NEW QUESTION # 117
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Enable Suggested Articles.
- C. Add Data Category Groups.
- D. Create Article Translation.
Answer: B
NEW QUESTION # 118
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a workflow email alert to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: C
NEW QUESTION # 119
Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers
- A. How information should be categorized.
- B. When the knowledge maintenance window is available.
- C. Who can approve and manage the information published.
- D. What types of information they need to publish.
- E. Where call center support agents are located.
Answer: A,C,D
NEW QUESTION # 120
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Entitlements
- C. Case Escalation
- D. Case Milestones
Answer: B
NEW QUESTION # 121
What is the capability of case feed?
- A. Add custom visual force pages to the case feed page layout.
- B. Embed case feed functionality within a visual force page.
- C. Switch from case feed to standard detail pages using a console component
- D. Enable call control using the CTI case feed publisher.
Answer: B
NEW QUESTION # 122
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. Both Service Reps can chat with the customer
- B. The chat transcripts and case are transferred
- C. The Customer is shown the new Rep's name
- D. The Customer doesn't know they were transferred
Answer: B,C
NEW QUESTION # 123
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Bulk API to load the product bug data into Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Create a custom product bug object and import data into Salesforce
- D. Use Web Services API to integrate the external database with Salesforce
Answer: B,D
NEW QUESTION # 124
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Community
- B. Email to Case
- C. Web to Case
- D. On Demand Email to Case
Answer: B
NEW QUESTION # 125
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. Select two Twitter or Facebook accounts.
- D. Retrieve Social Studio credentials.
Answer: B,C
NEW QUESTION # 126
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 auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. 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
- D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
Answer: C
NEW QUESTION # 127
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Enable templates for written responses.
- B. Employ surveys to confirm customer satisfaction.
- C. Improve the agent interface.
- D. Increase the number of agents.
Answer: A,B
NEW QUESTION # 128
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers
- A. Web Chat
- B. Call Center Agent
- C. Chatter Group
- D. Einstein Bots
Answer: A,D
NEW QUESTION # 129
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. Create quick actions
- B. Configure LiveMessage
- C. Activate quick test
- D. Deploy Pre-Chat form
Answer: C,D
NEW QUESTION # 130
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Rewarding learning, collaboration, sharing and improving.
- B. Evolving content-based product lifecycles
- C. Developing a knowledge base on the experience of an individual
- D. Creating content as a result of solving issues
Answer: A,D
NEW QUESTION # 131
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Configure Case Escalation Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Establish Case Assignment Rules.
Answer: A
NEW QUESTION # 132
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Salesforce CRT-261 is a certification exam that is designed to test an individual's knowledge and skills in using the Service Cloud platform. CRT-261 exam is intended for those who have experience in customer service and support, and who want to demonstrate their expertise in using Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification is recognized globally and is one of the most sought-after certifications in the IT industry.
CRT-261 Exam questions and answers: https://www.actualpdf.com/CRT-261_exam-dumps.html
Pass CRT-261 Exam Info and Free Practice Test: https://drive.google.com/open?id=11ybQnpytc6XsS-XmPLMkSYLf1QlEjqBr
