[Q25-Q43] Real Salesforce CRT-261 Exam Questions [Updated 2023]

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Real Salesforce CRT-261 Exam Questions [Updated 2023]

CRT-261 Exam Dumps Pass with Updated 2023 Certification Preparation for Service Cloud Consultant

Salesforce CRT-261 exam is an essential certification for professionals who want to specialize in Salesforce Service Cloud. CRT-261 exam is designed to test the candidate’s knowledge of Service Cloud and their ability to design and implement solutions that meet the needs of the business. By passing the exam, candidates can demonstrate their expertise in the field, boost their career prospects, and gain recognition as a certified Salesforce Service Cloud Consultant.

The Service Cloud is a powerful tool that allows businesses to provide top-notch customer service across multiple channels, including phone, email, chat, and social media. The Salesforce CRT-261 Certification Exam covers a wide range of topics related to the Service Cloud, including case management, knowledge management, omni-channel routing, service console customization, and more. Passing CRT-261 exam demonstrates that a professional has the skills and knowledge necessary to design, implement, and manage a Service Cloud solution for their organization.

NEW QUESTION 25
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

NEW QUESTION 26
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

Allow agents to create Knowledge articles when closing a case.

Require agents to create Knowledge articles when opening a case.

Add the Submit Feedback button to articles.

Add the Submit Feedback button on the Solutions tab.

NEW QUESTION 27
Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

Emall-to-Case

Customer Chatter groups

Web-to-Case

On-Demand Email-to-Case

NEW QUESTION 28
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

NEW QUESTION 29
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

NEW QUESTION 30
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

NEW QUESTION 31
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

NEW QUESTION 32
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?

Contact list view edit time

Contact report run time

Contact view page load time

Contact related list load time

NEW QUESTION 33
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Enable Keyboard shortcuts

Define criteria-based record page components

Configure Macros

Create multiple Console layouts

NEW QUESTION 34
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

Configure Case Escalation Rules.

Define Entitlement and Milestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

NEW QUESTION 35
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Map articles with HTML sections to rich text area fields

Use change sets to import data categories

Create a separate .csv for each article type

Use the data loader to import unstructured articles

NEW QUESTION 36
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

RESTful services with GET, POST, or PUT

Workflow-driven outbound messaging

Schedule batch Apex processing job

Visualforce page APEX SOAP async callout

NEW QUESTION 37
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

Assign Article types to the Community

Enable Public Solutions

Enable Article deliveries

Publish Articles to external channels

Configure Content Library permission

NEW QUESTION 38
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

NEW QUESTION 39
UC is in the process of implementing Service Cloud. In which order should the data be migrated?

Users, accounts, contacts, cases

Accounts, contacts, cases, users

Users, contacts, accounts, cases

Accounts cases, users, contacts

NEW QUESTION 40
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Communities

Chatter Questions

Public Knowledge

Field Service

Macros

NEW QUESTION 41
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 42
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?

Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

Build a customer visual force page with the list view and assign it to the console sidebar.

Configure the case list under custom console components so users can view the list view along with the case view

Recommend opening the case list view in a separate browser tab and use the window alongside the case view

NEW QUESTION 43
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

Filter or Cosed When Created equals true

Filter on Status equals Ctosea Resolved

Filter where Dete/Time Opened equals Created Date

Filter where Closed Date equals Created Date

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