Latest Salesforce CRT-261 PDF and Dumps (2024) Free Exam Questions Answers
Pass Your Salesforce Service Cloud Consultant CRT-261 Exam on Jan 08, 2024 with 200 Questions
NEW QUESTION # 120
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Prepare, Plan, Test, Execute, Validate
Answer: B
NEW QUESTION # 121
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. Email-to-Case
- B. Salesforce for Outlook
- C. Web-to-Case
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION # 122
Milestones can be added to which three object types?
Choose 3 Answers
- A. Case
- B. Service
- C. Entitlement
- D. Work order
- E. Account
Answer: A,C,D
NEW QUESTION # 123
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION # 124
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Open the record you want to route.
- B. Log in as a user who is enabled for Omni-Channel access.
- C. Change the owner to a queue associated with the routing configuration,
- D. Open the Omni-Channel Supervisor tab.
- E. Enable Debug Omni Channel routing configuration in SttUp.
Answer: B,D,E
NEW QUESTION # 125
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Workforce Engagement
- B. Incident Management
- C. Visual Remote Assistant
- D. Field Service
Answer: D
NEW QUESTION # 126
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. Operating Hours and Shifts
- C. Work Oder Assignment
- D. Service Appointment Bundling
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 # 127
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge search query with no results.
- B. Knowledge articles with the lowest rating.
- C. Number of knowledge articles in each data category.
- D. Knowledge articles created by call center agents.
Answer: A,B
NEW QUESTION # 128
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. Establish Case Assignment Rules.
- B. Configure Case Escalation Rules.
- C. Define Case Auto-Response Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: C
NEW QUESTION # 129
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of cases closed by a self-service user
Answer: B,D
NEW QUESTION # 130
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Omni-Channel Supervisor tab
- B. Cases report sorted by Rep and Case CreatedDate
- C. Cases report sorted by Rep and Case Owner
- D. Omni-Channel Utility Component
Answer: A
NEW QUESTION # 131
Using Import Wizard, how many Asset records can you import at a time?
- A. 0
- B. 1
- C. 100,000
- D. You cannot import Assets via Import Wizard
- E. 50,000
Answer: D
NEW QUESTION # 132
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION # 133
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. First call resolution
- C. Upsell percentage
- D. Customer retention
Answer: A,B
NEW QUESTION # 134
Which case submission process leverages Apex email services?
- A. On-demand Email-to-Case
- B. Email-to-Case
- C. Case submitted using chat
- D. Web-to-Case
Answer: A
NEW QUESTION # 135
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. Contact Requests
- B. Omni channel
- C. Mobile connect
- D. field service
Answer: D
NEW QUESTION # 136
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lightning Flow Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 137
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. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
- B. 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.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
- D. 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
Answer: A
NEW QUESTION # 138
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. 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.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- 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. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Answer: A
NEW QUESTION # 139
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Align agent performance goals with KPIs
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Train support agents
Answer: A,D
NEW QUESTION # 140
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Field Service Scheduler
- B. Workforce Engagement Self Scheduling
- C. Visual Remote Assistant
- D. Omni-Channel Routing
Answer: A
NEW QUESTION # 141
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Row for Service
- B. Interaction Log
- C. Lightning Process Builder
- D. Path for Cases
Answer: A,B
NEW QUESTION # 142
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. Migrate case data and deploy to all users at office
- B. Migrate agents to Force.com Connect Offline during deployment
- C. Deploy based on the number of trainers available
- D. Deploy in phases using countries as pilots
Answer: D
NEW QUESTION # 143
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Visibility and access to the RMA and FSR records
- B. RMA and FSR escalation requirements
- C. Case closure rules on the original case
- D. Relationship to the primary contact
- E. Average incoming case volume
Answer: A,B,C
NEW QUESTION # 144
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use the data loader to import unstructured articles
- B. Create a separate .csv for each article type
- C. Use change sets to import data categories
- D. Map articles with HTML sections to rich text area fields
Answer: A,D
NEW QUESTION # 145
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CRT-261 Dumps for Salesforce Service Cloud Consultant Certified Exam Questions and Answer: https://www.verifieddumps.com/CRT-261-valid-exam-braindumps.html
CRT-261 Free Exam Study Guide! (Updated 200 Questions): https://drive.google.com/open?id=1NwJ5exOAleUXQ2CRINKAgKUh_DcfzCOE
