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Certification Preparation for Service Cloud Consultant (Salesforce CRT-261) Test Questions and Answers? | SPOTO

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Question #1
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution
C. Set up analytical snapshots to capture key case information and create historical trending reports
D. Set up a Salesforce Customer Community that will allow customers to create cases online
View answer
Correct Answer: AD
Question #2
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.Which two features requires Service Cloud?
A. Open multiple case records as tabs and sub tabs
B. Unique page layouts for each Case Record Type
C. Utility Bar
D. Access to Knowledge Articles
View answer
Correct Answer: BD
Question #3
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?
A. Configure Macros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts
View answer
Correct Answer: A
Question #4
Why would customer upgrade from self-service to customer portal (Choose 3)?
A. Access to custom objects
B. Branded site
C. Simpler and easier to configure
D. Better reporting
View answer
Correct Answer: ABD
Question #5
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 theproduction 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. Allow the exercise to be done in a Production instance
B. Use a Full copy sandbox for the DR exercise
C. Use a Partial sandbox for the DR exercise
D. Use a Developer Pro sandbox for the DR exercise
View answer
Correct Answer: B
Question #6
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
A. Implement a customer self-service portal
B. Enable agents to transfer calls to other agents
C. Cross-train agents on both product lines
D. Prioritize customer calls based on their SLA
View answer
Correct Answer: AC
Question #7
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.Which methodology should the Consultant recommend given the requirements?
A. Force
B. Agile
C. Kanban
D. Waterfall
View answer
Correct Answer: B
Question #8
Using Import Wizard, how many Asset records can you import at a time?
A. 1000
B. 5000
C. 50,000
D. 100,000
E. You cannot import Assets via Import Wizard
View answer
Correct Answer: E
Question #9
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?(Choose 1 answer)
A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use an assignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager
View answer
Correct Answer: D
Question #10
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
A. Force
B. Customer portalPartner portal
C. Self-service portal
D. Partner portal
E. Force
View answer
Correct Answer: AE
Question #11
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session
View answer
Correct Answer: BD
Question #12
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
A. Replaces the need for an email channel
B. Eliminates tracking of customer entitlements
C. Uncovers gaps in the knowledge base
D. Reduces incoming call volume
View answer
Correct Answer: CD
Question #13
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review is closed, an agent needs to contact the customers to review the activities. Cases can only be closed after the customer review has been completed. Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on
A. Account team relationship to the primary contact
B. Case closure rules on the original case
C. Work order and customer contact escalation requirements
D. Visibility and access to the work order records
E. Total number of account and contact records in the database
View answer
Correct Answer: BCD
Question #14
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? (Choose 2)
A. Identify those cases and assign to the closure team
B. Use auto response rule to send an email
C. Supervisors to investigate those cases
D. Use escalation rule to send an email
View answer
Correct Answer: AC
Question #15
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers
A. Set up an intuitive Data Category hierarchy
B. Restrict the Manage Articles user permission
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
View answer
Correct Answer: AB
Question #16
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement
View answer
Correct Answer: C
Question #17
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
A. All open Cases by Priority
B. All open cases by Channel
C. All Cases closed Month-to-date
D. Case resolution time
E. All Cases by Customer
View answer
Correct Answer: ABD

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