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The Salesforce CRT-261 exam measures the knowledge and skills of the candidate in various areas such as Service Cloud capabilities, design considerations, implementation strategies, data management, and analytics. The candidates are tested on their understanding of how to design and implement a Service Cloud solution that meets customer needs by using various Salesforce products and tools.
NEW QUESTION # 42
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
- A. Test
- B. Enablement
- C. Design
Answer: C
Explanation:
Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.
NEW QUESTION # 43
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat buttons.
- B. Verify that users are assigned the chat feature license.
- C. Verify that users have access to the chat public group.
- D. Verify that users are assigned the chat user profile.
Answer: B
NEW QUESTION # 44
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case activity feed
- B. Case Chatter feed
- C. Social Post record
- D. Case notes related list
Answer: C
NEW QUESTION # 45
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average number of articles attached to a case
- B. Total number of cases by origin
- C. Average customer satisfaction score by case
- D. Average number of activities per case
Answer: A,D
NEW QUESTION # 46
Which advantage does Salesforce provide with the OpenCTI framework?
- A. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
- B. Developers can Integrate with any telephony platform available with minimal need for customization.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
Answer: C
Explanation:
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.
NEW QUESTION # 47
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Assignment rule
- B. Workflow
- C. A Process Builder
- D. Validation rule
Answer: C
Explanation:
Explanation
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter.
Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder
NEW QUESTION # 48
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Open the Omni-Channel Supervisor tab.
- C. Enable Debug Omni Channel routing configuration in SttUp.
- D. Open the record you want to route.
- E. Change the owner to a queue associated with the routing configuration,
Answer: A,B,C
NEW QUESTION # 49
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. No Resource
- B. Auto-Add
- C. Independent
- D. Sequential
Answer: C
Explanation:
Explanation
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types
NEW QUESTION # 50
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?
- A. Use a mass Quick Action.
- B. Run a macro on each case.
- C. Use a keyboard shortcut.
Answer: A
Explanation:
For managers at Cloud Kicks who need to update the Case Type field for multiple cases at once using list views, utilizing a mass Quick Action is the recommended Service Console productivity tool. Mass Quick Actions allow users to make updates to multiple records simultaneously from a list view, streamlining the process of updating case information and enhancing efficiency in case management workflows.
NEW QUESTION # 51
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Approval process history migrate to Lightning Knowledge.
- B. Visualforce pages refer to Classic article types.
- C. Article numbers change during migration.
- D. Attachments and .html files in Classic Knowledge are moved to the Files object.
- E. Each article must be associated to a record type.
Answer: A,D,E
NEW QUESTION # 52
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Email-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: A
NEW QUESTION # 53
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. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced issue resolution time
- D. Reduced first contact resolution
Answer: B,C
Explanation:
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5
NEW QUESTION # 54
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Lookup Filter
- B. Approval Process
- C. Cross-Object Formula
- D. Auto-Add Milestones
Answer: A
NEW QUESTION # 55
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. Milestone Actions
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
Answer: B
NEW QUESTION # 56
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
- A. Configure Content Library permission
- B. Enable Public Solutions
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Enable Article deliveries
Answer: B,C,D
NEW QUESTION # 57
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Configure e deshboerd refresh schedule.
- B. Use a Dynamic Dashboard based on running user.
- C. Ensure View All Data is not assigned to users.
- D. Add multiple Dashboard Filters.
Answer: B
NEW QUESTION # 58
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
- A. Update the case status field values.
- B. Deliver training on case handling for contingent staff.
- C. Monitor service level agreements (SLAs) and notify customers.
- D. Disable the Interactive Voice Response system.
- E. Route cases to agents in an alternate center.
Answer: B,C,E
NEW QUESTION # 59
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data Cleansing
- B. Activate data validation rules
- C. Data Normalization
- D. Data mapping
Answer: A,D
NEW QUESTION # 60
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Multiple Article Record Types can be imported in the same CSV.
- B. Article Record Types must be created before the import.
- C. Each Article Record Type must be in a separate CSV.
- D. Article Record Types will be created as part of the import.
Answer: B,C
Explanation:
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]
NEW QUESTION # 61
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Row for Service
- B. Lightning Process Builder
- C. Interaction Log
- D. Path for Cases
Answer: C,D
Explanation:
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
NEW QUESTION # 62
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: D
Explanation:
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 63
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Create email templates with Knowledge Articles attached.
- D. Add the Suggested Article widget to the Case page layout.
Answer: B
NEW QUESTION # 64
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced support channels
- B. Increased call deflection
- C. Reduced issue resolution time
- D. Optimized use of resources
- E. Increased call routing accuracy
Answer: B,C,D
Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview
NEW QUESTION # 65
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Increase the number of agents.
- B. Employ surveys to confirm customer satisfaction.
- C. Enable templates for written responses.
- D. Improve the agent interface.
Answer: B,C
NEW QUESTION # 66
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