Free 2021 Salesforce Service Cloud Consultant CRT-261 dumps are available on Google Drive shared by PassLeaderVCE
Welcome to download the newest PassLeaderVCE CRT-261 PDF dumps: https://www.passleadervce.com/Salesforce-Service-Cloud-Consultant/reliable-CRT-261-exam-learning-guide.html ( 349 Q&As)
NEW QUESTION 130
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Character Limit
- B. Idle Connection Timeout
- C. Chat Visitor Browser
- D. Chat Window Title
Answer: B,C
NEW QUESTION 131
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- B. Create a bucket field on a report to calculate the percentage of escalated cases
- C. Create a formula field on the case record to calculate percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: A
NEW QUESTION 132
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use an Apex trigger
- C. Use a workflow rule with an action
- D. Use a case assignment rule
Answer: C
NEW QUESTION 133
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. Reduce the cost per call
- B. Hire additional support agents
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 134
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure the SOS snap-in for the Lightning Service Console.
- B. Configure Omni-Channel Supervisor tab and 3rd party access.
- C. Add the Live Agent Component to the Utility bar.
- D. Configure Live Agent Supervisor tab and Whisper Messages.
Answer: D
NEW QUESTION 135
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Permission must be granted to users.
- B. Publisher Actions used in the macros must be on the page layout.
- C. The Run Macros Action must be on the page layout.
- D. The Macros widget or utility must be added to the console.
- E. Users must use Lightning Experience.
Answer: A,B,E
NEW QUESTION 136
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 mashup integration on the Account page to a third-party mapping service
- B. A Web Service call-out that retrieves map details from the backend system
- C. An outbound message to a middleware platform to provide map details
- D. A custom tab of type URL that displays a map image of customer location
Answer: A
NEW QUESTION 137
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 granting the Service User license.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users to a Public Group with access to the service console app.
Answer: B,C
NEW QUESTION 138
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. Create a Process Builder with Scheduled Actions.
- B. Configure Case Escalation Rules.
- C. Establish Case Assignment Rules.
- D. Define Case Auto-Response Rules.
Answer: D
NEW QUESTION 139
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Approval process CANNOT allow publishing of articles that have specific validation statuses
- C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- D. Article permission sets allow agents to participate in the article publishing process
Answer: D
NEW QUESTION 140
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 141
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Validation Rules for Article Types to verify all fields during creation
- B. Knowledge Action to Publish an Article once the Article is approved
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Data Category to assign an Article Type to a Reviewer
Answer: A,D
NEW QUESTION 142
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Configure Chatter for public access
- C. Utilize KCS to manage Knowledge
- D. Implement SOS for mobile experience
- E. Create a Customer Community
Answer: A,C,D
NEW QUESTION 143
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Support Types
- B. Support Processes
- C. Record Types
- D. Approval Processes
Answer: B,C
NEW QUESTION 144
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Average number of knowledge articles published
- B. Total number of solutions created by agent
- C. Number of total cases handled
- D. First contact resolution rate
Answer: C,D
NEW QUESTION 145
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case assignment rules
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION 146
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Set up interaction logs and assign them to user profiles.
- B. Assign users the Service Cloud User feature license.
- C. Customize case list views.
- D. Set up users and assign them to a queue.
- E. Customize highlights panels for all objects.
Answer: A,B,E
NEW QUESTION 147
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and access to the work order records
- B. Account team relationship to the primary contact
- C. Work order and customer contact escalation requirements
- D. Case closure rules on the original case
- E. Total number of account and contact records in the database
Answer: A,C,D
NEW QUESTION 148
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of Chatter files attached to cases.
- B. Number of articles associated to cases.
- C. Number of content packs attached to cases.
- D. Number of published article views.
- E. Number of successful keyword searches.
Answer: A,B,E
NEW QUESTION 149
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- B. Use case auto-response rules to send an email to support managers within one hour of case creation.
- C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- D. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
Answer: A
NEW QUESTION 150
Which solution should a consultant recommend?
- A. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- B. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar setting in the case support settings.
- D. Enable the knowledge sidebar related list on the case page layout.
- E. Create a visualforce page called knowledge sidebar on the case page layout.
Answer: B
NEW QUESTION 151
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Following are some new CRT-261 Real Exam Questions!: https://drive.google.com/open?id=1OAVxiC_Trs_a_4v-66dBePiCmS1pQdeI