197 Q&As in UPDATED CRT-261 Exam Questions Certification Test Engine to PDF
Get The Important Preparation Guide With CRT-261 Dumps
NEW QUESTION # 107
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create a lightning email template to sned artilce to customer
- B. create an auto response rule to send the article to teh customer
- C. Create a macro to send an email with the article to customer
- D. create a workflow email alert to send the artilce to the customer
Answer: A
NEW QUESTION # 108
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of cases created - - Site by month
- B. Number of IVR inquiries without agent involvement.
- C. Average call handle time by team.
- D. Number of cases closed by a self-service user
Answer: A,D
NEW QUESTION # 109
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Answers can be exposed to partner portal users
- B. Knowledge articles can be created from Answers
- C. External users can subscribe to Answers
- D. Select best answers for questions.
- E. Escalate a question to a case
Answer: B,D,E
NEW QUESTION # 110
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Activate a validation rule
- C. Define case escalation rules
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 111
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Salesforce Knowledge
- B. SOS Video Chat
- C. Customer Community
- D. Field Service Lightning
Answer: B
NEW QUESTION # 112
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Experience Cloud site
- B. Web-to-CaM
- C. Embedded Chat Service
- D. Case Assignment Rules
Answer: C
NEW QUESTION # 113
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Create a custom web service to handle invoice inserts and updates from the billing system
- B. Import payment data into Salesforce and add to the contact page layout related list
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
Answer: D
NEW QUESTION # 114
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Sites
- B. Customer portalPartner portal
- C. Self-service portal
- D. Partner portal
- E. Force.com Web Services API
Answer: A,E
NEW QUESTION # 115
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. Email-to-case
- B. Web-to-case
- C. Chat
- D. Social Customer Service
Answer: A
Explanation:
Explanation
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 116
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use a global quick action to capture details.
- B. Use an auto-launched flow to capture details.
- C. Use Open CTI with Pop to flow to capture details.
- D. Use a new customer Path on Contact to capture details.
Answer: B
Explanation:
Explanation
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow
NEW QUESTION # 117
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data Normalization
- B. Data mapping
- C. Data Cleansing
- D. Activate data validation rules
Answer: B,C
NEW QUESTION # 118
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: B
NEW QUESTION # 119
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
- C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
Answer: A
Explanation:
Explanation
This is the best approach for deploying the Service Cloud to multiple contact centers located across different regions with standardized processes and reporting. By assigning a global team of experienced agents and leaders, you can leverage their expertise and insights to create a common design template and report structure that meets the business requirements and best practices of each region. This way, you can ensure consistency, efficiency, and quality across all contact centers. You can also facilitate communication and collaboration among the global team members and stakeholders. Verified References: [Best Practices for Implementing Service Cloud]
NEW QUESTION # 120
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Configure a Visual Flow Troubleshooting Action
- B. Implement Lightning Guided Engagement
- C. Enable Omni-Channel Case assignment
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: B
NEW QUESTION # 121
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
- A. Outbound Sales Dialer
- B. Quick Action
- C. History Utility
- D. Macros
Answer: C,D
Explanation:
Explanation
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
NEW QUESTION # 122
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
- A. Set the visibility to the data categories
- B. Enable suggested artciels in the community
- C. Utilize topic tags for each product type
- D. Define article types with sharing settings
Answer: C
NEW QUESTION # 123
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Keep all open in tabs.
- C. Use a second Console session.
- D. Define a custom List View.
Answer: B
Explanation:
Explanation
Keeping all open cases in tabs is the recommended configuration for Service Console users who work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. Tabs are a way of organizing records or components in the Service Console so that users can easily access them without losing their place or context. Users can open multiple tabs for different cases, switch between them, pin them, or close them as needed. Users can also use keyboard shortcuts, tab menus, or tab notifications to navigate and manage their tabs more efficiently. Verified References: Service Cloud Consultant Certification Guide & Tips, Work with Tabs in Lightning Console Apps
NEW QUESTION # 124
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. Define Case Auto-Response Rules.
- B. Establish Case Assignment Rules.
- C. Configure Case Escalation Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: A
NEW QUESTION # 125
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Enable the "Access Recent Items" user permission on the user profiles.
- B. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- C. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- D. Enable the "History" component within the Salesforce Console for Service.
Answer: D
NEW QUESTION # 126
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Workflow rules
- B. Auto-response rules
- C. Validation rules
- D. Assignment rules
Answer: A
NEW QUESTION # 127
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A workforce management system
- B. An enterprise resource planning system
- C. A knowledge management system
- D. A third -party mobile application platform
Answer: B
NEW QUESTION # 128
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Modify the user interface settings for the case survey sidebar
- C. Utilize an AppExchange package to handle customer surveys
- D. Create a validation rule for case survey email templates
Answer: C
NEW QUESTION # 129
......
Prepare With Top Rated High-quality CRT-261 Dumps For Success in Exam: https://exam-labs.itpassleader.com/Salesforce/CRT-261-dumps-pass-exam.html