[2021] CRT-261 Answers CRT-261 Free Demo Are Based On The Real Exam

CRT-261 [Nov-2021 Newly Released] Exam Questions For You To Pass

CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 dumps will include the following topics:

• Contact Center Analytics 5%
• Knowledge Channels 9%
• Implementation Strategies 19%
• Interaction Channels 9%
• Integration and Data Management 6%
• Industry Knowledge 22%
• Case Management 11%
• Service Cloud Solution Design 19%

 

NEW QUESTION 36
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. Multiple Monitors Components
• B. Collapsible Sidebar Components
• C. Configure Macros
• D. Console Keyboard Shortcuts

Answer: C

 

NEW QUESTION 37
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

• A. Create a Customer Community
• B. Add Live Agent to public-facing sites
• C. Utilize KCS to manage Knowledge
• D. Implement SOS for mobile experience
• E. Configure Chatter for public access

Answer: B,C,D

 

NEW QUESTION 38
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

• A. Require that an article be added when closing a case
• B. Restrict the Manage Articles user permission
• C. Enable and configure wildcards for article searches
• D. Set up an intuitive Data Category hierarchy

Answer: B,D

 

NEW QUESTION 39
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

• A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: A

 

NEW QUESTION 40
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

• A. Monitor service level agreements (SLAs) and notify customers.
• B. Deliver training on case handling for contingent staff.
• C. Route cases to agents in an alternate center.
• D. Disable the Interactive Voice Response (IVR) system.
• E. Update the case status field values.

Answer: A,B,C

 

NEW QUESTION 41
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A. Configure LiveMessage
• B. Create quick actions
• C. Activate quick test
• D. Deploy Pre-Chat form

Answer: C,D

 

NEW QUESTION 42
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?

• A. Social Media Marketing message tagging.
• B. Social Customer Service for Twitter and Facebook.
• C. Einstein Bot social queues.
• D. Social Persona tor Twitter and Facebook.

Answer: D

 

NEW QUESTION 43
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

• A. Average number of days to close cases
• B. Number of cases escalated
• C. Number of open cases per day
• D. Number of new customers added
• E. Number of closed cases on first call

Answer: A,B,C

 

NEW QUESTION 44
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

• A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
• B. Enable the self-service portal to generate logins for the hospital staff by region.
• C. Design a custom object to track credit requests and route them regionally using assignment rules
• D. Use cases to track the credit requests and route than to regional teams using assignment rules

Answer: D

 

NEW QUESTION 45
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

• A. Chatter
• B. Quick Text
• C. Omni-Channel
• D. Publisher Actions
• E. Macros

Answer: B,D,E

 

NEW QUESTION 46
What is the capability of case feed?

• A. Switch from case feed to standard detail pages using a console component
• B. Add custom visual force pages to the case feed page layout.
• C. Enable call control using the CTI case feed publisher.
• D. Embed case feed functionality within a visual force page.

Answer: D

 

NEW QUESTION 47
For which purpose should a contact center use Visual Flow?

• A. To automatically assign cases to a specific queue based on the customer support level
• B. To assign follow-up tasks to an agent one week after a case is closed.
• C. To automate business processes for agents who troubleshoot customer support issues via phone
• D. To escalate to the support manager if it has been open for more than 72 hours

Answer: C

 

NEW QUESTION 48
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. Create a Process Builder with Scheduled Actions.
• B. Define Case Auto-Response Rules.
• C. Configure Case Escalation Rules.
• D. Establish Case Assignment Rules.

Answer: B

 

NEW QUESTION 49
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

• A. Verify that users are assigned the Live Agent user profile.
• B. Verify that users have access to the Live Agent public group.
• C. Verify that users are assigned the Live Agent feature license.
• D. verify that users have access to the Live Agent chat buttons.

Answer: A

 

NEW QUESTION 50
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

• A. Assignment Rule
• B. Workfl
• C. Email Alert
• D. Email Template
• E. Email Relay

Answer: B,C,D

 

NEW QUESTION 51
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Salesforce CRT-261 Exam: Basic Questions With Answers: https://drive.google.com/open?id=12jPdfJehHxfM6bcgH_8sOgBFy8M5Bc4f