Pass Salesforce CRT-261 PDF Dumps | Recently Updated 349 Questions
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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
NEW QUESTION 149
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Validation Rules for Article Types to verify all fields during creation
- B. Knowledge Action to Publish an Article once the Article is approved
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Data Category to assign an Article Type to a Reviewer
Answer: A,D
NEW QUESTION 150
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Remove filter criteria from the views
Answer: B,C
NEW QUESTION 151
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Define a custom List View.
- C. Keep all open in tabs.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION 152
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. Lightning Knowledge
- B. Macros
- C. Visual Workflow
- D. Process Builder
Answer: D
NEW QUESTION 153
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. You cannot import Assets via Import Wizard
- C. 0
- D. 100,000
- E. 1
Answer: B
NEW QUESTION 154
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents manually create Users when Community access is requested by Customers.
- B. Identify active Customers and send them registration instructions via email.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Send email notifications to all Customers to join the Community.
Answer: B,C
NEW QUESTION 155
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. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION 156
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 Cases closed Month-to-date
- B. All open Cases by Priority
- C. All Cases by Customer
- D. Case resolution time
- E. All open cases by Channel
Answer: B,D,E
NEW QUESTION 157
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure Live Agent Supervisor tab and Whisper Messages.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Omni-Channel Supervisor tab and 3rd party access.
- D. Add the Live Agent Component to the Utility bar.
Answer: A
NEW QUESTION 158
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. Configure Case Escalation Rules.
- B. Enable Omni-Channel Routing.
- C. Define Entitlement and Milestones.
- D. Use Process Builder with Scheduled Actions
Answer: C
NEW QUESTION 159
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on the articles attached to cases
Answer: A,D
NEW QUESTION 160
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Quality monitoring score
- C. Number of calls offered
- D. Schedule adherence
Answer: A,D
NEW QUESTION 161
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. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 162
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. On the left sidebar of Salesforce Classic
- C. On the Highlights Panel of a Primary tab
- D. On the footer of the Lightning Console
Answer: B,D
NEW QUESTION 163
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data Normalization
- B. Data mapping
- C. Data Cleansing
- D. Activate data validation rules
Answer: B,C
NEW QUESTION 164
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Use the Files Related List on each article to add files to your articles.
- B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- C. Post the Files to the Chatter Feed on each Article.
- D. Upload the files as Documents, then relate them to the migrated Articles.
Answer: A
NEW QUESTION 165
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Deploy based on the number of trainers available
- C. Migrate case data and deploy to all users at office
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: A
NEW QUESTION 166
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove unnecessary columns from the reports.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove formula fields from filter criteria.
Answer: D
NEW QUESTION 167
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Service cloud console
- B. Knowledge base
- C. Automatic call distribution
- D. Customer community
Answer: B,D
NEW QUESTION 168
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set the publication status of the article tame to draft status
- B. Set up a zip file that contains the CSV, HTML, and image files.
- C. Set up the article actions and assign publishers to each action
- D. Create the data categories and set up the data category values.
- E. Create the custom fields for the slide type
Answer: B,C,D
NEW QUESTION 169
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