NEW 2023 Certification Sample Questions CRT-261 Dumps & Practice Exam
CRT-261 Deluxe Study Guide with Online Test Engine
NEW QUESTION # 76
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use the data loader to import unstructured articles
- B. Map articles with HTML sections to rich text area fields
- C. Use change sets to import data categories
- D. Create a separate .csv for each article type
Answer: A,B
NEW QUESTION # 77
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. 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.
- B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
- C. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
Answer: B
NEW QUESTION # 78
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create a lightning email template to sned artilce to customer
- B. create a workflow email alert to send the artilce to the customer
- C. create an auto response rule to send the article to teh customer
- D. Create a macro to send an email with the article to customer
Answer: A
NEW QUESTION # 79
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Human Resources (HR) help desk
- B. Telesales center
- C. Telemarketing center
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION # 80
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Define case escalation rules
- B. Create a Case Macro
- C. Activate a validation rule
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 81
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Enable service contracts and entitlements.
- B. Implement Salesforce Console for Service to support agents.
- C. Implement Salesforce Knowledge on a portal.
- D. Leverage Live Agent for web-based chat.
Answer: C,D
NEW QUESTION # 82
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Service Analytics Predictions
- B. Validation Rules
- C. Einstein Next Best Action
- D. Einstein Reply Recommendations
Answer: D
NEW QUESTION # 83
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. Schedule adherence
- C. Quality monitoring score
- D. Number of calls offered
Answer: A,B
NEW QUESTION # 84
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Suggest articles for an email-to-case question
- C. Recommend articles prior to a Live Agent session
- D. Suggest articles for a web-to-case question
Answer: C,D
NEW QUESTION # 85
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Insert a reference Thread ID in the email subject template
- B. Assign a user to manually manage incoming email
- C. Use Omni-Channel to automatically route inbound email
- D. Convert to an On-Demand Email-to-Case setup
Answer: A
NEW QUESTION # 86
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Open CTI
- B. Live Agent
- C. Salesforce for Twitter
- D. Salesforce Knowledge
Answer: D
NEW QUESTION # 87
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Integrate Facebook to its existing Customer Community.
- B. Enable Salesforce social profile on contacts.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Enable Social Customer Service.
Answer: B
NEW QUESTION # 88
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Bulk Data Transfer API
- B. Cloud-to-Cloud Integration Toolkit
- C. Data Integration via SOAP API
- D. Java Language Specific Toolkit
Answer: A
NEW QUESTION # 89
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 Lightning email template to send the article to the customer.
- B. Create a macro to send an email with the article to the customer.
- C. Create an auto-response rule to send the article to the customer.
- D. Create a workflow email alert to send the article to the customer.
Answer: A
NEW QUESTION # 90
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Field Service Inventory
- B. Work Oder Assignment
- C. Service Appointment Bundling
- D. Operating Hours and Shifts
Answer: A
Explanation:
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
NEW QUESTION # 91
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Web Services API
- B. Customer portalPartner portal
- C. Self-service portal
- D. Partner portal
- E. Force.com Sites
Answer: A,E
NEW QUESTION # 92
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Average handle time
- B. Customer retention
- C. Upsell percentage
- D. First call resolution
Answer: A,D
NEW QUESTION # 93
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Service Cloud portal (Customer Community)
- C. Enterprise admin
- D. Partner portal
Answer: A
NEW QUESTION # 94
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign users a profile with access to the service console app
- C. Assign user to public group with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: B,D
NEW QUESTION # 95
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. Contact Salesforce to send a report on article efficacy.
- D. Send out a monthly survey to customers requesting feedback.
Answer: B
NEW QUESTION # 96
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Escalation rule
- B. Chatter groups
- C. Public groups
- D. Mass email
Answer: B
NEW QUESTION # 97
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create multiple CSV files, one for each article type
- B. Create a single CSV file, including all article types
- C. Load all articles with the Apex data loader tool
- D. Create HTML files referencing image to be uploaded
- E. Match each new article to an existing article type
Answer: A,D,E
NEW QUESTION # 98
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Linked Articles
- B. Most Revised Articles
- C. Search Activity Gaps
- D. Top Articles sorted descending
Answer: A
NEW QUESTION # 99
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. The Case Feed
- B. The Social Feed
- C. A Custom Component
- D. A Twitter Macro
Answer: A
NEW QUESTION # 100
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Salesforce CRT-261 is a certification exam designed for Service Cloud Consultants. CRT-261 exam is designed to test the candidates' knowledge and skills in configuring and implementing Salesforce Service Cloud solutions. CRT-261 exam tests various aspects related to Service Cloud, such as designing and implementing contact centers, configuring case management, implementing Knowledge management, and integrating with other third-party systems. The Salesforce CRT-261 exam is a comprehensive and challenging exam that requires thorough preparation and an in-depth understanding of Service Cloud.
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