Prepare for your exam certification with our CRT-261 Certified Salesforce [Q55-Q79]

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Prepare for your exam certification with our CRT-261 Certified Salesforce

Free Salesforce CRT-261 Exam 2024 Practice Materials Collection

To appear for the Salesforce CRT-261 exam, candidates must have a good understanding of Salesforce Service Cloud features and functionalities. They should have experience in configuring and implementing Service Cloud solutions, including designing case management processes, creating custom objects, and configuring data models. Additionally, candidates should have an understanding of Salesforce integration capabilities, such as APIs, web services, and middleware.

NEW QUESTION 55
What statement is true about the Salesforce Knowledge article lifecycle?

Approval process CANNOT allow publishing of articles that have specific validation statuses

Article permission sets allow agents to participate in the article publishing process

Articles CANNOT be published until they are reviewed and validated by a qualified author

Knowledge uses public groups as a way to assign users to specific tasks related to articles

NEW QUESTION 56
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

NEW QUESTION 57
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

NEW QUESTION 58
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

Smart Links

Apex Trigger

Approval Process

Article Translation

NEW QUESTION 59
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

NEW QUESTION 60
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC’s Community. Which three features must be configured to accomplish this? Choose 3 answers

Email Alert

Email Relay

Email Template

Assignment Rule

Workfl

NEW QUESTION 61
Which metric influences customer satisfaction? Choose 2 answers

After call work

Cost per call

First call resolution

Call quality

NEW QUESTION 62
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?

Configure Case Assignment Rules

Configure Omni-Channel with Most Available Routing

Configure Live Agent Skills-based Routing

Configure Omni-Channel with Least Active Routing

NEW QUESTION 63
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

NEW QUESTION 64
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

NEW QUESTION 65
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Average number of activities per case

Average number of articles attached to a case

Total number of cases by origin

Average customer satisfaction score by case

NEW QUESTION 66
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Einstein Next Best Action

Service Analytics Predictions

Visual Remote Assistant

NEW QUESTION 67
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Custom indexes

Tiered data strategy

Record types

Divisions

Custom search

NEW QUESTION 68
For which purpose should a contact center use visual workflow?

To escalate a case to the support manager if it has been open for more than 72 hours.

To automatically assign cases to a specific queue based on the customer support level.

To assign follow-up tasks to an agent one week after a case is closed.

To automate business processes for agents who troubleshoot customer support issues via phone.

NEW QUESTION 69
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

Define case auto-response rules.

Estabalish case assignment rules.

Use Flow Builder to create a flow with scheduled path.

Configure case escalation rules.

NEW QUESTION 70
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

Lightning Knowledge

Quick text template

Custom case actions

NEW QUESTION 71
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

NEW QUESTION 72
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

NEW QUESTION 73
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

Macros

Global Quick Action

Quick text

NEW QUESTION 74
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

Social Persona tor Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

NEW QUESTION 75
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

Create a screen-based flow accessible from the Experience site and internaly.

Add a custom Lightning component to the site and the Case Lightning record page.

Post a web to case form on the site and assign the case to the specialist for completion.

Use email to case for the client to submit the relevant information to the specialist.

NEW QUESTION 76
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

It is a server based software program that controls the behavior of a Salesforce SoftPhone

It is an intermediary between a telephony system and a Salesforce CRM call center user

It utilizes the SoftPhone capability from within the Salesforce application

It allows voicemails to be captured and stored as attachments on cases

NEW QUESTION 77
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

NEW QUESTION 78
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

NEW QUESTION 79
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

Enable service contracts and entitlements.

Implement Salesforce Console for Service to support agents.

Leverage Live Agent for web-based chat.

Implement Salesforce Knowledge on a portal.