[2024] CRT-261 Exam Dumps, Test Engine Practice Test Questions [Q30-Q53]

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[2024] CRT-261 Exam Dumps, Test Engine Practice Test Questions

Pass CRT-261 exam [Dec 05, 2024] Updated 199 Questions

Preparing for the Salesforce CRT-261 exam requires a significant investment of time and effort. Candidates must have a thorough understanding of the Salesforce platform and its various features and functions, as well as a deep knowledge of service cloud implementation best practices. Many candidates choose to enroll in formal training courses or study programs to prepare for the exam, while others opt for self-study using online resources and practice exams. Regardless of the preparation method, passing the Salesforce CRT-261 exam is a significant achievement that can open doors to new career opportunities and professional advancement.

Salesforce CRT-261 Certification Exam is a challenging certification exam that requires a deep understanding of Salesforce Service Cloud. CRT-261 exam is designed to test the candidate’s knowledge of Salesforce Service Cloud, including its features, functionality, and best practices. CRT-261 exam also tests the candidate’s ability to design and implement Salesforce Service Cloud solutions that meet the business requirements of clients.

What is the duration of the CRT-261 Exam

Format: Multiple choices, multiple answers
Number of Questions: 60
Passing Score: 67%
Length of Examination: 105 minutes

NEW QUESTION 30
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?

Use a global quick action to capture details.

Use an auto-launched flow to capture details.

Use a new customer Path on Contact to capture details.

Use Open CTI with Pop to flow to capture details.

NEW QUESTION 31
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 32
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

Enable Case Merge.

Create an auto-launched flow.

Configuration a blocking duplicate rule

Set a validation rule

NEW QUESTION 33
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

Deduplicate the data before importing into Salesforce.

Import the records and create a Flow to change the data type.

Import the records and use Duplicate Management.

NEW QUESTION 34
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 35
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?

Enable Omni-Channel Case assignment

Define separate Record Types for Tier 1 and Tier 2

Implement Lightning Guided Engagement

Configure a Visual Flow Troubleshooting Action

NEW QUESTION 36
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

Web-to-Case

Einstein Chat Bot

Knowledge articles

NEW QUESTION 37
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?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

NEW QUESTION 38
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

Work order and customer contact escalation requiements

Visibility and accesst to the work order records

Total number of accound and contact records in the database

Accoun team relationship to the primary contact

Case closure rules on the original case

NEW QUESTION 39
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

NEW QUESTION 40
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.

NEW QUESTION 41
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

NEW QUESTION 42
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

Use Visualforce to create a wizard for each process

Organize the fields on the page layout to match each process

Use Visual Workflow to streamline the process

Create a custom object for each step in the process

NEW QUESTION 43
What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Email to Case

Chatter feeds

Customer Portal

Self Service Portal

NEW QUESTION 44
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?

Skills -based routing

Private branch exchange

Workforce management

Interactive voice response

NEW QUESTION 45
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

Omni-Channel routing

Case escalation

Swarming

NEW QUESTION 46
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

NEW QUESTION 47
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?

Keyboard shortcuts

Quick text

Custom macros

NEW QUESTION 48
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Approval Processes

Support Types

Support Processes

NEW QUESTION 49
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

NEW QUESTION 50
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

NEW QUESTION 51
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

Lighining Row Component

Lightning Guided Engagement

Service Console Macros

Path for Cases

NEW QUESTION 52
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CSV.

NEW QUESTION 53
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

Agent Detail

Agent Work

Assigned Work