[Q177-Q194] Pass Your CRT-261 Exam Easily With 100% Exam Passing Guarantee [2021]

Pass Your CRT-261 Exam Easily With 100% Exam Passing Guarantee [2021]

CRT-261 Dumps are Available for Instant Access from TestkingPass

Who should take the CRT-261 exam

The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.

 

NEW QUESTION 177
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

• A. Predictive dialer for outbound calls
• B. Mobile access to case information
• C. Visibility into service entitlements
• D. Chatter groups for customer

Answer: B,C

 

NEW QUESTION 178
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 179
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A. The Run Macros Permission must be granted to users.
• B. Publisher Actions used in the macros must be on the page layout.
• C. The Run Macros Action must be on the page layout.
• D. The Macros widget or utility must be added to the console.
• E. Users must use Lightning Experience.

Answer: A,B,E

 

NEW QUESTION 180
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

• A. Force.com migration tool, Force.com IDE, and change sets
• B. Visual Workflow, data loader, and Force.com IDE
• C. Data loader, change sets, and Force.com Excel Connector
• D. Mass Transfer Records, change sets, and Force.com migration tool

Answer: A

 

NEW QUESTION 181
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

• A. Assign Users to the Omni Channel Feature License.
• B. Assign Users to Omni Channel permissions.
• C. Enable Omni Channel in Setup.
• D. Contact Salesforce to have Omni Channel enabled.

Answer: C

 

NEW QUESTION 182
What are three considerations when adding a report chart to a Console Component? Choose 3 answers

• A. The report is a Summary or Matrix report.
• B. The report contains a chart.
• C. The report chart is added to the Page Layout.
• D. The report is shared with a Chatter Group.
• E. The report has a standard Report Type.

Answer: A,B

 

NEW QUESTION 183
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A. Number of knowledge articles in each data category.
• B. Knowledge articles with the lowest rating.
• C. Knowledge articles created by call center agents.
• D. Knowledge search query with no results.

Answer: B,D

 

NEW QUESTION 184
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

• A. Configure a Live Chat Validation Rule.
• B. Customize the Pre-chat form.
• C. Customize the Lightning Console chat page.
• D. Configure Lightning Guided Engagement.

Answer: B

 

NEW QUESTION 185
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

• A. Remove formula fields from filter criteria.
• B. Remove date boundaries from filter criteria.
• C. Remove dashboards based on long-running reports.
• D. Remove unnecessary columns from the reports.

Answer: A

 

NEW QUESTION 186
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?
Choose one answer

• A. Escalation rule
• B. Chatter groups
• C. Mass email
• D. Public groups

Answer: B

 

NEW QUESTION 187
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

• A. On the Highlights Panel of a Primary tab
• B. On a new tab in the agent's browser
• C. On the left sidebar of Salesforce Classic
• D. On the footer of the Lightning Console

Answer: C,D

 

NEW QUESTION 188
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

• A. Process Builder
• B. Macros
• C. Lightning Knowledge
• D. Visual Workflow

Answer: A

 

NEW QUESTION 189
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

• A. Visual Studio Code and change sets
• B. Mass Transfer Records, change sets, and Visual Studio Code
• C. Visual Workflow, data loader, and Force.com IDE
• D. Data loader, change sets, and Force.com Excel Connector

Answer: A

 

NEW QUESTION 190
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

• A. Use a Full copy sandbox for the DR exercise
• B. Use a Partial sandbox for the DR exercise
• C. Allow the exercise to be done in a Production instance
• D. Use a Developer Pro sandbox for the DR exercise

Answer: A

 

NEW QUESTION 191
What are two design considerations for a Live Agent implementation? Choose 2 answers

• A. Chat Window Title
• B. Chat Character Limit
• C. Chat Visitor Browser
• D. Idle Connection Timeout

Answer: C,D

 

NEW QUESTION 192
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

• A. Use case auto-response rules to send an email to support managers within one hour of case creation.
• B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
• C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
• D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Answer: D

 

NEW QUESTION 193
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

• A. Restrict visibility of the views
• B. Remove filter criteria from the views
• C. Reduce the number of fields displayed
• D. Filter the views by case owner

Answer: C,D

 

NEW QUESTION 194
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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 2	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 3	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 4	Explain how different Service Console features work together to deliver business value
Topic 5	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 6	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 7	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 8	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 9	Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 10	Distinguish the key components that contribute to performance optimization within a design
Topic 11	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 12	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 13	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 14	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
Topic 15	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 16	Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 17	Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
Topic 18	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 19	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 20	Given a set of business requirements, describe how a feature should be implemented
Topic 21	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 22	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 23	Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 24	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 25	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 26	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 27	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.

Salesforce Service Cloud Consultants CRT-261 Exam

Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

 

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Latest Salesforce Service Cloud Consultant CRT-261 Actual Free Exam Questions: https://drive.google.com/open?id=1Lp2f64Hbv-YNB6kxte72jbV7GUeFd8_H