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The benefit in Obtaining the CRT-261 Exam Certification
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
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These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
NEW QUESTION 111
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Interactive Voice Response
- C. Automatic Call Distribution
- D. Order Management System
Answer: B
NEW QUESTION 112
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. Omni-Channel Routing
- D. Visual Remote Assistant
Answer: A
NEW QUESTION 113
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. Set up a reporting snapshot of the case, contact and activity objects.
- B. Customize the My Teams Calls this week standard report.
- C. Create a Custom Report type with activities as the primary object.
- D. Build a Summary report on Products and Activities.
Answer: B
NEW QUESTION 114
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. Enable and use Chatter feed tracking on the case object.
- B. Create case teams and introduce swarming to resolve cases.
- C. Create escalation rules to re-assign cases after SLAs have expired.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: A,B
NEW QUESTION 115
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Configure IVR auto response
- B. Configure call center definition
- C. Deploy Call Center Directory
- D. Assign users to a call center
- E. Install CTI adapter using open CTI
Answer: B,D,E
NEW QUESTION 116
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Cases
- B. Assets
- C. Service contracts
- D. Milestones
Answer: C
NEW QUESTION 117
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- C. Implement an on demand telephony solution provided by a vendor.
- D. Create an API integration between Salesforce and the telephony system.
Answer: A
NEW QUESTION 118
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Utilize KCS to manage Knowledge
- C. Add Live Agent to public-facing sites
- D. Configure Chatter for public access
- E. Create a Customer Community
Answer: A,B,C
NEW QUESTION 119
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Comments List View
- B. Search Utility Component
- C. Comment Search Component
- D. Global Search
Answer: D
NEW QUESTION 120
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A custom tab of type URL that displays a map image of customer location
- B. An outbound message to a middleware platform to provide map details
- C. A mashup integration on the Account page to a third-party mapping service
- D. A Web Service call-out that retrieves map details from the backend system
Answer: C
NEW QUESTION 121
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Only one inbound email address can be used for Email-to-Case
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Follow-up emails related to a case will update the case comments
- D. Follow-up emails and attachments related to a case are attached to the case
Answer: C,D
NEW QUESTION 122
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Upload the data into Salesforce and then run data cleansing tools.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Cleanse the data outside of Salesforce and then migrate the data.
Answer: D
NEW QUESTION 123
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. Quick Actions must be enabled in the org.
Answer: A,B
NEW QUESTION 124
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Indicates when records and lists are changed by others
- B. Displays records and their related items as tabs on one screen
- C. Allows Chatter Messenger to be used between agents
- D. Is available for users in the partner portal
Answer: B,C
NEW QUESTION 125
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Configure Visual Flows on Salesforce mobile.
Answer: B
NEW QUESTION 126
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
- A. Assign users to a Permission Set with access to the service console app.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Public Group with access to the service console app.
Answer: A,C
NEW QUESTION 127
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Developer Pro Sandbox
- B. Full Sandbox
- C. Administrator Sandbox
- D. Partial Copy Sandbox
Answer: A,B,D
NEW QUESTION 128
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Most Available Routing
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Live Agent Skills-based Routing
- D. Configure Case Assignment Rules
Answer: A
NEW QUESTION 129
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Escalation rate
- C. First contact resolution
- D. Average handle time
Answer: C,D
NEW QUESTION 130
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case list view that is filtered by My Case Teams.
- B. Create a case queue for all created or updated cases.
- C. Create a case report that displays all created or updated cases.
- D. Create an email alert notification for Case Teams.
Answer: B,D
NEW QUESTION 131
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To report the caller's background information
- C. To mate calls to different agents
- D. To use speech recognition to direct calls
Answer: A
NEW QUESTION 132
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