Quality CRT-261 PDF Dumps - CRT-261 Exam Questions

Most UptoDate Salesforce CRT-261 Exam Dumps PDF 2021

How to study the CRT-261 Exam

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NEW QUESTION 39
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

• A. Create a report using the Case Snapshot report type.
• B. Create a report using the Case Historical Trending report type.
• C. Create a report using the Case Age report type.
• D. Create a report using the Case Lifecycle report type.

Answer: D

 

NEW QUESTION 40
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Embedded Chat Window
• B. Social Customer Service
• C. Open CT1
• D. Contact Requests

Answer: A

 

NEW QUESTION 41
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• B. Build a customer visual force page with the list view and assign it to the console sidebar.
• C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
• D. Configure the case list under custom console components so users can view the list view along with the case view

Answer: C

 

NEW QUESTION 42
Which native Service Cloud solution is used for case satisfaction surveys?

• A. Create a Web-to-case form with a custom case type of survey
• B. Enable the case survey auto-response rule
• C. Check the survey option in the case settings
• D. Enable the case survey option on the case object

Answer: A

 

NEW QUESTION 43
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

• A. Update case assignment rules to route more cases to Agent A
• B. Review case history and activities for Agents B and C
• C. Document and share the practices of Agent A with the team via knowledge articles
• D. Lower the target for entire team to that of Agent A
• E. Build a dashboard to display individual performance by agent versus the team goal

Answer: B,C,E

 

NEW QUESTION 44
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A. Data Category to assign an article record type to a Reviewer.
• B. Validation Rules for article record types to verify all fields during creation.
• C. Knowledge Action to Publish an Article once the Article is approved.
• D. Approval Process that assigns an Article to a Reviewer Queue.

Answer: A,B

 

NEW QUESTION 45
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

• A. Open CTI
• B. Salesforce for Twitter
• C. Salesforce Knowledge
• D. Live Agent

Answer: C

 

NEW QUESTION 46
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A. Provide a self-help Customer Community.
• B. Ask sales reps to respond to support Cases.
• C. Add more support phone lines.
• D. Limit Customers to 5 Cases per day.

Answer: A

 

NEW QUESTION 47
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

• A. Enable Live Agent for the organization
• B. Enable Chatter Messenger for the organization
• C. Create user profiles or permission sets
• D. Create an iframe to display the chat window

Answer: A

 

NEW QUESTION 48
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

• A. Knowledge articles attached to the case
• B. Products and assets associated to the case
• C. Contract details related to the entitlement
• D. Articles appearing in the Knowledge sidebar

Answer: A

 

NEW QUESTION 49
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

• A. Private branch exchange
• B. Workforce management
• C. Interactive voice response
• D. Skills -based routing

Answer: D

 

NEW QUESTION 50
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Add a formula block to the macro
• B. Add multiple ELSE IF blocks after the IF block
• C. Add conditional logic to the instructions
• D. Create a formula to build the macro logic around

Answer: A,D

 

NEW QUESTION 51
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

• A. Periodic maintenance windows
• B. Highly available telecom solution
• C. Server hardware infrastructure rebuilds
• D. System software restore after an outage

Answer: A,B

 

NEW QUESTION 52
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

• A. Create a Visualforce page on the customer community portal.
• B. Create a Chatter group and invite the customer to join with an external chatter user.
• C. Set up insert Article into Social post and enable the customer community portal.
• D. Set up communication channel layouts in the object manager to use Insert Article into Social post.

Answer: C

 

NEW QUESTION 53
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

• A. Time-based Workflow Rules
• B. Scheduled Reports
• C. Process Builder Scheduled Actions
• D. Milestone Actions

Answer: B

 

NEW QUESTION 54
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. Public Groups
• B. Chatter Groups
• C. Escalation Rules
• D. Mass Email

Answer: B

 

NEW QUESTION 55
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The benefit in Obtaining the CRT-261 Exam Certification

• A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
• When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
• After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
• If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.

 

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