100% Real & Accurate CRT-261 Questions and Answers with Free and Fast Updates
Get Unlimited Access to CRT-261 Certification Exam Cert Guide
NEW QUESTION # 86
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer doesn't know they were transferred
- B. The chat transcripts and case are transferred
- C. The Customer is shown the new Rep's name
- D. Both Service Reps can chat with the customer
Answer: B,C
NEW QUESTION # 87
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Configure Macros
- B. Multiple Monitors Components
- C. Collapsible Sidebar Components
- D. Console Keyboard Shortcuts
Answer: A
NEW QUESTION # 88
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use a workflow rule to send an email to the product manager
- B. Use Chatter case feed and case teams to monitor cases
- C. Use an escalation rule to move cases into the product manager queue
- D. Use an assignment rule to assign new cases to the product manager
Answer: A
NEW QUESTION # 89
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Products and assets associated to the case
- B. Knowledge articles attached to the case
- C. Articles appearing in the Knowledge sidebar
- D. Contract details related to the entitlement
Answer: B
NEW QUESTION # 90
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Set the organization-wide default to private and create sharing rules for the FAQ article type
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Create a publisher profile that includes create access on the FAQ article type.
Answer: C,D
NEW QUESTION # 91
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: A
NEW QUESTION # 92
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure Lightning Guided Engagement.
- C. Configure a Live Chat Validation Rule.
- D. Customize the Lightning Console chat page.
Answer: A
NEW QUESTION # 93
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat buttons.
- B. Verify that users are assigned the chat user profile.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat public group.
Answer: C
NEW QUESTION # 94
What are two benefits of deploying Knowledge in Customer Communities?
- A. Replaces the need for an email channel
- B. Reduces incoming call volume
- C. Uncovers gap in the knowledge base
- D. Eliminates tracking of customer entitlements
Answer: A,B
NEW QUESTION # 95
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. Follow-up emails related to a case will update the case comments
- B. Only one inbound email address can be used for Email-to-Case
- C. Follow-up emails and attachments related to a case are attached to the case
- D. Assignment, escalation, and workflow rules are processed on inbound emails
Answer: A,C
NEW QUESTION # 96
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Chat
- C. Social Customer Service
- D. Email-to-case
Answer: D
NEW QUESTION # 97
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Path for Cases
- C. Lighining Row Component
- D. Service Console Macros
Answer: A
NEW QUESTION # 98
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar related list on the case page layout.
- 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. Create a Visualforce page called Knowledge sidebar on the case page layout.
Answer: D
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. Create a dashboard that includes articles submitted by agents and approved for publication.
- B. Require agents to check a box on the case when submitting a new suggested article.
- C. Measure and reward agents based on the number of new articles approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: A,D
NEW QUESTION # 100
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 chatter posts
- C. Percent of cases closed with an attached article
- D. Percent of cases closed meeting the defined SLA
Answer: D
NEW QUESTION # 101
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All open cases by Channel
- B. All Cases by Customer
- C. All Cases closed Month-to-date
- D. All open Cases by Priority
- E. Case resolution time
Answer: A,D,E
NEW QUESTION # 102
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. Average queue time per agent
- B. Cost per call
- C. Number of sales queues
- D. Number of leads created
- E. Opportunities per channel
Answer: B,D,E
NEW QUESTION # 103
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. Case tabs with Account subtabs
- B. Account tabs and Cases tab
- C. Account tab with Cases related list
- D. Account tabs with Case Subtabs
Answer: C
NEW QUESTION # 104
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Top Articles sorted descending
- B. Most Revised Articles
- C. Search Activity Gaps
- D. Most Linked Articles
Answer: A
NEW QUESTION # 105
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Update case data for a customer.
- D. Post report information on Chatter.
Answer: A,B
NEW QUESTION # 106
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. First contact resolution rate
- B. Number of total cases handled
- C. Total number of solutions created by agent
- D. Average number of knowledge articles published
Answer: A,B
NEW QUESTION # 107
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. Products
- B. Contacts
- C. Service contracts
- D. Case history
Answer: B,C
NEW QUESTION # 108
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Make knowledge base articles and community answers accessible on its website.
- B. Redirect users from the company site to social media forums about the products.
- C. Hire contact center representatives that specialize in each of the product categories.
- D. Make contact center representatives accessible 24/7 to distribute the call volume.
Answer: A
NEW QUESTION # 109
......
The Salesforce CRT-261 Certification Exam is ideal for individuals who are responsible for designing, configuring, and implementing Service Cloud solutions. This certification exam is also suitable for individuals who work as Salesforce administrators, consultants, and developers, helping businesses to optimize their customer service operations. The exam is intended for professionals who have practical experience in implementing Service Cloud solutions and are looking to validate their skills through a recognized certification.
Reliable Study Materials for CRT-261 Exam Success For Sure: https://www.trainingdumps.com/CRT-261_exam-valid-dumps.html
100% Latest Most updated CRT-261 Questions and Answers: https://drive.google.com/open?id=1G8JLI3FDCiw4OMfuBKDCFfeOys0W34v6
