DON'T WANT TO MISS A THING?

Certification Exam Passing Tips

Latest exam news and discount info

Curated and up-to-date by our experts

Yes, send me the newsletter

Free Salesforce CRT-261 Questions and AnswersSalesforce CRT-261 | SPOTO

SPOTO's latest exam dumps on the homepage, with a 100% pass rate! SPOTO delivers authentic Cisco CCNA, CCNP study materials, CCIE Lab solutions, PMP, CISA, CISM, AWS, and Palo Alto exam dumps. Our comprehensive study materials are meticulously aligned with the latest exam objectives. With a proven track record, we have enabled thousands of candidates worldwide to pass their IT certifications on their first attempt. Over the past 20+ years, SPOTO has successfully placed numerous IT professionals in Fortune 500 companies.
Take other online exams
Question #1
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
A. Focus on scalability for handling high inquiry volume
B. Work on integrating with social media platforms
C. Emphasize continuous monitoring of chat
View answer
Correct Answer: A
Question #2
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
A. They are members of that Queue
B. They have a Contact Manager Profile
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are higher in the Role Hierarchy than a Queue Member
E. All of the above
View answer
Correct Answer: AD
Question #3
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of solutions created by agent
View answer
Correct Answer: BC
Question #4
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
A. Returns a link that returns a post with the same reference
B. Tag another chatter user
C. Deletes posts
View answer
Correct Answer: A
Question #5
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant recommend?
A. Create a report using the Case Lifecyle report type
B. Create a report using the Case age report type
C. Create a report using the Case snapshot report type
D. Create a report using the Case historical trending report type
View answer
Correct Answer: A
Question #6
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.What is the recommended solution to meet the requirements?
A. Field Service with Integrated Payments
B. Experience Cloud with Customer Account Portal template
C. Einstein Bots with Credit Card Payments
D. Service Cloud Voice with Tele-pay
View answer
Correct Answer: D
Question #7
Which of the following utilize the "Automated Case User" (Choose 3 answers):
A. When a case is automatically assigned using assignment rules this user is listed in the case history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web-To-Case this user is listed in the case history
E. When a case is created via Email-To-Case this user is assigned as the case owner
View answer
Correct Answer: ACD
Question #8
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
A. Allow agents to create Knowledge articles when closing a case
B. Require agents to create Knowledge articles when opening a case
C. Add the Submit Feedback button to articles
D. Add the Submit Feedback button on the Solutions tab
View answer
Correct Answer: A
Question #9
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
A. On-demand email to case
B. On-demand email to case with sites
C. Email to case with web to case
D. Email to care with Site
View answer
Correct Answer: C
Question #10
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case
View answer
Correct Answer: A
Question #11
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
A. Information Technology (IT) help desk
B. Telesales center
C. Human Resources (HR) help desk
D. Telemarketing center
View answer
Correct Answer: A
Question #12
The lifecycle of a Knowledge article consists of five stages.In which order does an article proceed through these stages?
A. Create, approve, publish, consume, feedback
B. Create, feedback, publish, approve, consume
C. Create, publish, feedback, approve, consume
D. Create, consume, feedback, approve, publish
View answer
Correct Answer: A
Question #13
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. Create a custom list view for cases, contacts, and orders and pin them to the side bar
B. Enable the "Access Recent Items" user permission on the user profiles
C. Enable the "History" component within the Salesforce Console for Service
D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service
View answer
Correct Answer: C
Question #14
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 activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case
View answer
Correct Answer: AB
Question #15
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. The Approval Process will automatically Publish
B. Approve articles from the Knowledge approval page to Publish
C. Agents must click Publish after the Approval Process
D. Set the final approval action to "Lock the record for editing"
View answer
Correct Answer: C
Question #16
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. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails D
View answer
Correct Answer: BD
Question #17
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
A. Enable social profile and add workflow rules to the contact object
B. Use Twitter-to-Case and add workflow rules to the case object
C. Enable social profile and add assignment rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook
View answer
Correct Answer: C
Question #18
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. Knowledge search query with no results
B. Knowledge articles with the lowest rating
C. Number of knowledge articles in each data category
D. Knowledge articles created by call center agents
View answer
Correct Answer: AB
Question #19
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.What feature should a consultant recommend to meet this requirement?
A. Omni-Channel
B. Social Conversation Component
C. AppExchange solution
D. Custom Lightning Component
View answer
Correct Answer: B
Question #20
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
A. Eliminates tracking of customer entitlements
B. Replaces the need for an email channel
C. Reduces incoming call volume
D. Uncovers gaps in the knowledge base
View answer
Correct Answer: CD
Question #21
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. Reduce the number of fields displayed
C. Filter the views by case owner
D. Remove filter criteria from the views
View answer
Correct Answer: BC
Question #22
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration?
A. Remove these fields from the page layout and add the components to the highlights panel
B. Add these fields to the page layout and add the components to the highlights panel
C. Remove these fields from the page layout and add the fields to the highlights panel
D. Add the fields to the page layout and add the fields to the highlights panel
View answer
Correct Answer: D
Question #23
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
View answer
Correct Answer: A
Question #24
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
View answer
Correct Answer: ABC
Question #25
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
View answer
Correct Answer: C
Question #26
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
A. Average days to close
B. Average handle time
C. First call resolution
D. Abandon rate
View answer
Correct Answer: CD
Question #27
What is a benefit of a customer community? Choose 2 answers.
A. Eliminates the need to track service level agreements
B. Reduces incoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents
View answer
Correct Answer: BC
Question #28
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
A. Percent of cases closed with an attached article
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed with chatter posts
D. Percent of cases closed on first contact
View answer
Correct Answer: B
Question #29
Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
View answer
Correct Answer: BCD
Question #30
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.What is the recommended Experience Cloud license to meet the requirements?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
View answer
Correct Answer: A

View The Updated Salesforce Exam Questions

SPOTO Provides 100% Real Salesforce Exam Questions for You to Pass Your Salesforce Exam!

Get Salesforce Practice Test

View Answers after Submission

Please submit your email and WhatsApp to get the answers of questions.

Note: Please make sure your email ID and Whatsapp are valid so that you can get the correct exam results.

Email:
Whatsapp/phone number:


Copyright © 2024. Designer by SPOTO Official Website. All Rights Reserved.