Salesforce CRT-261 Exam Questions (Updated 2021) 100% Real Question Answers
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The price of the CRT-261 exam is $200 USD.
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
NEW QUESTION 98
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. An AppExchange package
Answer: C
NEW QUESTION 99
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 100
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. Assign a user to manually manage incoming email
- B. Use Omni-Channel to automatically route inbound email
- C. Convert to an On-Demand Email-to-Case setup
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION 101
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use case teams to close
- C. Use escalation rules
Answer: A
NEW QUESTION 102
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 daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a bucket field on a report to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: B
NEW QUESTION 103
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Public Knowledge
- B. Communities
- C. Field Service
- D. Macros
- E. Chatter Questions
Answer: A,B,E
NEW QUESTION 104
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.
- A. Create three article types for each product area (Personal Banking, Mortgage, CD).
- B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- C. Create two data categories to display information (Question/Answer, Product Info).
- D. Create two article types to display information (Question/Answer, Product Info).
Answer: B,D
NEW QUESTION 105
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 Live Agent Supervisor tab and Whisper Messages.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Omni-Channel Supervisor tab and 3rd party access.
- D. Add the Live Agent Component to the Utility bar.
Answer: A
NEW QUESTION 106
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable article deliveries
- B. Assign article types to the communities
- C. Enable public solutions.
- D. Publish articles to external channels
- E. Configure content library permissions
Answer: B,C,D
NEW QUESTION 107
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. Coach users on minimizing open console tabs.
- B. Add additional components to the Lightning console.
- C. Allow the user to log into Live Agent from multiple browsers.
- D. Ensure each laptop has a modern browser installed.
Answer: A,D
NEW QUESTION 108
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Auto-response rules
- B. Escalation rules
- C. Workflow rules
- D. Case teams
Answer: C,D
NEW QUESTION 109
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Customer Portal
- B. Email to Case
- C. Self Service Portal
- D. Chatter feeds
Answer: D
NEW QUESTION 110
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set the publication status of the article tame to draft status
- B. Set up a zip file that contains the CSV, HTML, and image files.
- C. Set up the article actions and assign publishers to each action
- D. Create the data categories and set up the data category values.
- E. Create the custom fields for the slide type
Answer: B,C,D
NEW QUESTION 111
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce Knowledge
- B. Salesforce for Twitter
- C. Live Agent
- D. Open CTI
Answer: A
NEW QUESTION 112
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 report that displays all created or updated cases.
- B. Create a case queue for all created or updated cases.
- C. Create an email alert notification for Case Teams.
- D. Create a case list view that is filtered by My Case Teams.
Answer: B,C
NEW QUESTION 113
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Products
- C. Service contracts
- D. Contacts
Answer: C,D
NEW QUESTION 114
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION 115
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. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: B
NEW QUESTION 116
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Add an object-specific custom quick action to create new activities.
- D. Provide a macro that will automatically create the activities when executed.
Answer: D
NEW QUESTION 117
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Set up analytical snapshots to capture key case information and create historical trending reports.
- B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: C,D
NEW QUESTION 118
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. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Prepare, Plan, Validate, Execute, Test
Answer: C
NEW QUESTION 119
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. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 120
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure a chat validation rule.
- B. Configure lightning guided engagement.
- C. Customize the lightning console that page.
- D. Customize the pre-chat form.
Answer: D
NEW QUESTION 121
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Average Number of days to close cases
- B. Number of open cases per day
- C. Number of Closed cases on first call
- D. Number of new customers added
- E. Number of cases escalated
Answer: A,B,E
NEW QUESTION 122
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: A
NEW QUESTION 123
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