Salesforce CRT-261 Practice Test Pdf Exam Material [Q12-Q32]

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Salesforce CRT-261 Practice Test Pdf Exam Material

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

The CRT-261 exam covers a variety of topics related to Service Cloud, including case management, knowledge management, interaction channels, and reporting and analytics. It is a 90-minute exam that consists of 60 multiple-choice questions, and it is available in both English and Japanese. To pass the exam, you will need to score at least 68%, and the exam fee is $200. Salesforce offers various resources to help you prepare for the exam, including official study guides, online training courses, and practice exams. With a Salesforce CRT-261 certification, you will be able to showcase your skills and expertise to potential employers and clients, and advance your career as a Service Cloud Consultant.

NO.12 Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

NO.13 Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

Reduced first contact resolution

NO.14 Universal containers wants to provide its 20 million customers with a portal where they can:
– Submit inquiries,
– Monitor the status of those inquiries,
– View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

Customer Community

Partner Community

Employee Community

Sites

NO.15 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 ?

Create a macro to send an email with the article to customer

create an auto response rule to send the article to teh customer

create a workflow email alert to send the artilce to the customer

create a lightning email template to sned artilce to customer

NO.16 Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK’s industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

Lead Assignment Rules

Queue-Based Routing

Skills-Based Routing

Lightning Flow for Service

NO.17 A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

NO.18 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?

Create a report using the case historical trending report type.

Create a report using the case snapshot report type.

Create a report using the case age report type.

Create a report using the case lifecycle report type.

NO.19 Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

Omni Channel

Process Builder Assignment

Live Agent

Case Assignment Rules

NO.20 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.

NO.21 Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party CTI systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create a softphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

NO.22 Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

Self-service deflects easy cases, leaving more complex cases for agents.

Customers are spending additional time searching for answers.

Agents do not have access to the same Knowledge articles as customers.

Customers must spend additional time registering for the portal.

NO.23 What are two benefits of deploying Knowledge in Customer Communities?

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

NO.24 When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

Remove these fields from the page layout and add the components to the highlights panel.

Add these fields to the page layout and add the components to the highlights panel

Remove these fields from the page layout and add the fields to the highlights panel

Add the fields to the page layout and add the fields to the highlights panel.

NO.25 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?

Email-to-case

Social Customer Service

Chat

Web-to-case

NO.26 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?

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

NO.27 Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?

Extremen Programming

Lean Development

Scrum

Kanban

NO.28 The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

NO.29 Milestones can be added to which three object types?
Choose 3 Answers

Work order

Case

Service

Entitlement

Account

NO.30 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?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

NO.31 Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers

Customize highlights panels for all objects.

Set up interaction logs and assign them to user profiles.

Assign users the Service Cloud User feature license.

Set up users and assign them to a queue.

Customize case list views.

NO.32 UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

Implement Service Cloud console to support agents

Leverage Live Agent for web-based chat

Enable service contracts and entitlements

Implement Salesforce Knowledge on a portal

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