[2021] CRT-261 by Salesforce Service Cloud Consultant Actual Free Exam Practice Test
Free Salesforce Service Cloud Consultant CRT-261 Exam Question
Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION 92
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. Email-to-Case
- C. On-Demand Email-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION 93
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed on first contact
- B. Percent of cases closed with an attached article
- C. Percent of cases closed with chatter posts
- D. Percent of cases closed meeting the defined SLA
Answer: D
NEW QUESTION 94
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 95
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. 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.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. 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.
Answer: D
NEW QUESTION 96
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Case hover
- B. Quick Text
- C. Multi -monitor support
- D. Keyboard Shortcuts
- E. Dynamic list updates
Answer: C,D,E
NEW QUESTION 97
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
- A. Enable data validation rules
- B. Develop data map
- C. Normalize database
- D. Perform data cleaning
Answer: B,D
NEW QUESTION 98
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Create a custom product bug object and import data into Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Use Web Services API to integrate the external database with Salesforce
- D. Use Bulk API to load the product bug data into Salesforce
Answer: B,C
NEW QUESTION 99
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Number of leads created
- B. Average queue time per agent
- C. Opportunities per channel
- D. Number of sales queues
- E. Cost per call
Answer: A,C,E
NEW QUESTION 100
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Developer Pro sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
Answer: A
NEW QUESTION 101
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. Configure Visual Flows on Salesforce mobile.
- C. Integrate with an enterprise resource planning system.
- D. Implement Field Service Lightning.
Answer: C
NEW QUESTION 102
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Case Assignment
- C. Entitlements and Milestones
- D. Salesforce Console
Answer: C
NEW QUESTION 103
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. Create escalation rules to re-assign cases after SLAs have expired.
- B. Enable and use Chatter feed tracking on the case object.
- C. Enable the Service Cloud Console and Knowledge sidebar for agents.
- D. Create case teams and introduce swarming to resolve cases.
Answer: B,D
NEW QUESTION 104
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Mass Email
- B. Public Groups
- C. Escalation Rules
- D. Chatter Groups
Answer: D
NEW QUESTION 105
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Number of leads created
- B. Average queue time per agent
- C. Opportunities per channel
- D. Number of sales queues
- E. Cost per call
Answer: A,C,E
NEW QUESTION 106
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One on the case detail page.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Activate Knowledge One within the Salesforce Console for Service.
Answer: D
NEW QUESTION 107
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Integration with Lead Generation team and apps
- B. Strategies to maximize call deflection
- C. Integration with Field service teams and apps
- D. Performance for high volume of interactions
Answer: A,D
NEW QUESTION 108
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