New (2024) Salesforce CRT-261 Exam Dumps
Best Way To Study For Salesforce CRT-261 Exam Brilliant CRT-261 Exam Questions PDF
NEW QUESTION # 47
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
Answer: D
Explanation:
Explanation
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 48
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: B
NEW QUESTION # 49
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. Establish Case Assignment Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: A
NEW QUESTION # 50
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Ensure each laptop has a modern browser installed.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
Answer: B,D
NEW QUESTION # 51
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Omni-Channel Utility widget
- B. Personalised navigation menu
- C. Global Shared Macro
- D. Actions & Recommendations component
Answer: A
NEW QUESTION # 52
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Add the fields to the page layout and add the fields to the highlights panel.
- C. Remove these fields from the page layout and add the fields to the highlights panel
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: B
NEW QUESTION # 53
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Ensure that each image does NOT exceed the maximum of 25 MB
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Upload the images into Salesforce prior to importing the articles
- D. Include images in an .html file using the image tag and src attribute
Answer: D
NEW QUESTION # 54
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
- A. Record Types
- B. Omni-Channel
- C. Dynamic Forms
Answer: A
Explanation:
For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
NEW QUESTION # 55
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Reduces incoming call volume
- B. Replaces the need for an email channel
- C. Uncovers gaps in the knowledge base
- D. Eliminates tracking of customer entitlements
Answer: A,C
NEW QUESTION # 56
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 0
- C. You cannot import Assets via Import Wizard
- D. 100,000
- E. 1
Answer: C
NEW QUESTION # 57
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Import the records and use Duplicate Management.
- B. Import the records and create a workflow rule to change the data type.
- C. Standardize all rows to match Salesforce data types.
- D. Deduplicate the data before importing into Salesforce,
- E. Install the Data Quality Analysis Dashboards from the AppExchange.
Answer: A,C,D
NEW QUESTION # 58
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Customize the My Team's Calls This Week standard report.
- B. Build a report on Products with Activities grouped by owner.
- C. Create a Custom Report type with Activities as the primary object.
Answer: C
Explanation:
For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.
NEW QUESTION # 59
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. Manually re-create the Permission Sets
- B. Publish a Managed Package
- C. Create an Unmanaged Package
- D. Use a Change Set
Answer: D
NEW QUESTION # 60
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Plan and communicate the deployment to all users of the organization in advance.
- C. Migrate a test deployment to a staging environment for a smoother real-life experience.
- D. Ensure all users refrain from logging into production for an entire day prior to deployment.
- E. Select a window of time when users will NOT be making changes to the organization.
Answer: B,C,E
NEW QUESTION # 61
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- B. Escalation Rules, Queues, Public Groups, Live Agent
- C. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- D. Case Assignment Rules, Queues, Public Groups, Omni-Channel
Answer: D
NEW QUESTION # 62
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Quick Text
- B. Service Console
- C. Macros
- D. Lightning Utility Bar
Answer: C
Explanation:
Explanation
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 63
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. Configure Case Escalation Rules.
- C. Define Entitlement and Milestones.
- D. Enable Omni-Channel Routing.
Answer: C
Explanation:
Explanation
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified References: [Entitlement Management]
NEW QUESTION # 64
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge component to the Case record page.
- B. Add the Knowledge tab to the Service Console.
- C. Add the Knowledge related list to the Case record page.
Answer: A
Explanation:
To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
NEW QUESTION # 65
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Salesforce CRT-261 exam is a valuable certification for individuals who want to become Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification demonstrates that the individual has a deep understanding of Service Cloud and can design and configure solutions that meet the business requirements. Additionally, the certification can help professionals advance their careers in the Salesforce ecosystem by opening up new job opportunities and higher pay scales. Overall, the Salesforce CRT-261 exam is an essential certification for individuals who want to specialize in Salesforce Service Cloud consulting.
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