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Prepare CRT-261 Exam Questions [2023] Recently Updated Questions
NEW QUESTION 41
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Use a second Console session.
Answer: A
NEW QUESTION 42
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Approve articles from the Knowledge approval page to Publish.
- B. Agents must click Publish after the Approval Process.
- C. Set the final approval action to "Lock the record for editing".
- D. The Approval Process will automatically Publish.
Answer: B
NEW QUESTION 43
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Validation Rules
- B. Einstein Reply Recommendations
- C. Einstein Next Best Action
- D. Service Analytics Predictions
Answer: D
NEW QUESTION 44
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: B
NEW QUESTION 45
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
- A. Chat
- B. Facebook Messaging
- C. Case Auto-Response
- D. Escalation Rules
Answer: A,C
NEW QUESTION 46
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Create user profiles or permission sets
- B. Enable Live Agent for the organization
- C. Enable Chatter Messenger for the organization
- D. Create an iframe to display the chat window
Answer: B
NEW QUESTION 47
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Configure Visual Flows on Salesforce mobile.
- C. Integrate with an enterprise resource planning system.
- D. Develop and publish a knowledge management system
Answer: C
NEW QUESTION 48
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?
- A. Use cases to track the credit requests and route than to regional teams using assignment rules
- B. Design a custom object to track credit requests and route them regionally using assignment rules
- C. Enable the self-service portal to generate logins for the hospital staff by region.
- D. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
Answer: A
NEW QUESTION 49
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Customer view of case tab
- B. Custom related list
- C. Custom Visual force page
- D. Custom report
Answer: C
NEW QUESTION 50
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?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
Answer: D
NEW QUESTION 51
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, contract line items, milestones, and entitlements
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: B
NEW QUESTION 52
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Article Translation.
- B. Enable Suggested Articles.
- C. Add Data Category Groups.
- D. Create Synonym Groups.
Answer: B
NEW QUESTION 53
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Escalation rule to ignore business hours based on case criteria
- C. Workflow rule
Answer: B
NEW QUESTION 54
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- B. It utilizes the SoftPhone capability from within the Salesforce application
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: B,C
NEW QUESTION 55
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Live Agent
- B. Community
- C. Chatter Questions
- D. Web -to -Case
Answer: B,C
NEW QUESTION 56
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Estabalish case assignment rules.
- B. Use Flow Builder to create a flow with scheduled path.
- C. Configure case escalation rules.
- D. Define case auto-response rules.
Answer: D
NEW QUESTION 57
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