100% Pass Guaranteed Free CRT-261 Exam Dumps May 05, 2023
Verified & Latest CRT-261 Dump Q&As with Correct Answers
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
NEW QUESTION 66
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of articles attached to a case
- B. Number of solutions created by agent
- C. Number of articles created by agent
- D. Number of cases escalated by agent
Answer: A,C
NEW QUESTION 67
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: C
NEW QUESTION 68
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Knowledge on a portal.
- B. Leverage Live Agent for web-based chat.
- C. Implement Salesforce Console for Service to support agents.
- D. Enable service contracts and entitlements.
Answer: A,B
NEW QUESTION 69
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. Send email notifications to all Customers to join the Community.
- B. Have agents provide Customers with Community registration instructions when working a case.
- C. Have agents manually create Users when Community access is requested by Customers.
- D. Identify active Customers and send them registration instructions via email.
Answer: B,D
NEW QUESTION 70
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Manually re-create the Permission Sets
- C. Publish a Managed Package
- D. Use a Change Set
Answer: D
NEW QUESTION 71
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates the name of a group in which to place the Chatter message
- B. Links the Chatter message to Twitter
- C. Ties the Chatter message to a topic
- D. Indicates a clickable URL hyperlink
Answer: C
NEW QUESTION 72
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Products and assets associated to the case
- B. Contract details related to the entitlement
- C. Knowledge articles attached to the case
- D. Articles appearing in the Knowledge sidebar
Answer: C
NEW QUESTION 73
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: A
NEW QUESTION 74
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define a Custom Field to identify the Subject.
- B. Define Topics for each Knowledge article.
- C. Define Article Types with Public Sharing Settings.
- D. Define Data Categories with Custom Visibility.
Answer: B
NEW QUESTION 75
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to customize reports and dashboards
- C. Allows customers to search a knowledge base.
- D. Allows customers to customize their user interface
Answer: A,C
NEW QUESTION 76
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Social Customer Service
- C. Chat
- D. Email-to-case
Answer: D
NEW QUESTION 77
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- B. A sharing rule to ensure record access is granted based on criteria of the case.
- C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: B
NEW QUESTION 78
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable and use Chatter feed tracking on the case object.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: B,C
NEW QUESTION 79
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Set up Milestones.
- B. Configure Service Contracts.
- C. Create an Entitlement Process.
- D. Enable Work Orders.
Answer: A,C
NEW QUESTION 80
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure lightning guided engagement.
- B. Customize the lightning console that page.
- C. Configure a chat validation rule.
- D. Customize the pre-chat form.
Answer: D
NEW QUESTION 81
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: B
NEW QUESTION 82
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create an article action for each record type; assign record types to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: A
NEW QUESTION 83
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Article Translation
- B. Data Category Visibility
- C. Data Category Groups
- D. Chatter Answers
Answer: B
NEW QUESTION 84
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. On-Demand Email-to-Case
- B. Web-to-Case
- C. Salesforce for Outlook
- D. Email-to-Case
Answer: D
NEW QUESTION 85
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: B
NEW QUESTION 86
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. Validation rule
- B. Workflow
- C. A Process Builder
- D. Assignment rule
Answer: C
NEW QUESTION 87
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Create a sharing rule to share the contact record with the community member.
- B. Change the org-wide default for cases and contacts internal access to private.
- C. Update the case assignment rule to add the community member to the predefined case team.
- D. Set up a sharing set to grant access based on the community member's contact record.
Answer: D
NEW QUESTION 88
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On a record Highlights Panel
- C. On the Calendar right hand panel
- D. On a record Activity Feed list
Answer: D
NEW QUESTION 89
......
How to study the CRT-261 Exam
There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. ExamsLabs expert team recommends you to prepare some notes on these topics along with it don't forget to practice CRT-261 Exam exam dumps which been written by our expert team, Both these will help you a lot to clear this exam with good marks.
Latest CRT-261 dumps - Instant Download PDF: https://www.examslabs.com/Salesforce/Salesforce-Service-Cloud-Consultant/best-CRT-261-exam-dumps.html
Updated Verified CRT-261 Downloadable Printable Exam Dumps: https://drive.google.com/open?id=14VHBiNRYpfCwnL_ArTDiV6EL-UoLUuJs