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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.
NEW QUESTION 87
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. Chatter groups
- B. Escalation rule
- C. Public groups
- D. Mass email
Answer: A
NEW QUESTION 88
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Restore the data using the available backup.
- B. Manually update the corrupt data to correct it.
- C. Log a Data Recovery case with Salesforce Support.
- D. Use Data Loader to delete the corrupt data.
Answer: C
NEW QUESTION 89
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. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 90
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 91
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Social Feed
- C. A Custom Component
- D. The Case Feed
Answer: D
NEW QUESTION 92
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Customer Community
- B. Lightning Service Console
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION 93
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?
- A. Visualforce page APEX SOAP async callout
- B. Schedule batch Apex processing job
- C. Workflow-driven outbound messaging
- D. RESTful services with GET, POST, or PUT
Answer: C
NEW QUESTION 94
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Enable the "History" component within the Salesforce Console for Service.
- B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- C. Enable the "Access Recent Items" user permission on the user profiles.
- D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
Answer: A
NEW QUESTION 95
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. Lightning Console enablement
- C. CTI Adapter configuration
- D. Service Console case creation configuration
Answer: A,C
NEW QUESTION 96
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Import payment data into Salesforce and add to the contact page layout as a related list.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: A,B
NEW QUESTION 97
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent profile for each channel grouping.
Answer: B
NEW QUESTION 98
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Interactive Voice Response
- C. Time and Attendance
- D. Automatic Call Distributor
Answer: B
NEW QUESTION 99
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: B
NEW QUESTION 100
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Chatter feeds
- C. Self Service Portal
- D. Customer Portal
Answer: B
NEW QUESTION 101
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
- A. Disable the Interactive Voice Response system.
- B. Update the case status field values.
- C. Deliver training on case handling for contingent staff.
- D. Route cases to agents in an alternate center.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: C,D,E
NEW QUESTION 102
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Import payment data into Salesforce and add to the contact page layout related list
- B. Create a custom tab of type URL that displays a search page from the billing system
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: C
NEW QUESTION 103
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 104
Which solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- C. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
- E. Create a visualforce page called knowledge sidebar on the case page layout.
Answer: C
NEW QUESTION 105
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 Process Builder
- B. Interaction Log
- C. Path for Cases
- D. Lightning Row for Service
Answer: B,D
NEW QUESTION 106
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION 107
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?
- A. Add a Validation Rule that ensures each Account has an entitlement.
- B. Add a Validation Rule that ensures each Case has an entitlement.
- C. Add the entitlement lookup field to case page layouts.
- D. Add the entitlement related list to account page layouts.
Answer: D
NEW QUESTION 108
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION 109
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
Answer: A
NEW QUESTION 110
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Focus on CRT-261 All-in-One Exam Guide For Quick Preparation: https://www.real4prep.com/CRT-261-exam.html
Tested Material Used To CRT-261: https://drive.google.com/open?id=1KmyKYDNYOn-ioCwsl0xoiHON_Dv5BAo5