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

Salesforce CRT-261 Exam Questions and Answers, Salesforce Service Cloud Consultant | 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 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. Enable the self-service portal to generate logins for the hospital staff by region
B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use cases to track the credit requests and route than to regional teams using assignment rules
View answer
Correct Answer: D
Question #2
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.What is the recommended method to meet the requirements?
A. Lookup Filter
B. Auto-Add Milestones
C. Cross-Object Formula
D. Approval Process
View answer
Correct Answer: A
Question #3
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. Create a custom web service to handle invoice inserts and updates from the billing system
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 related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
View answer
Correct Answer: D
Question #4
Milestones can be added to which two Object types? Choose 2 answers
A. Account
B. Work Order
C. Last
D. service
View answer
Correct Answer: BC
Question #5
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
View answer
Correct Answer: ABC
Question #6
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 #7
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 #8
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?
A. Configure Process Builder / Configure flow Builder
B. Activate a Validation Rule
C. Define Case Escalation Rules
D. Create a Case Macro
View answer
Correct Answer: A
Question #9
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.Which solution will create and route the field service dispatch record when the case is saved?
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
View answer
Correct Answer: A
Question #10
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
A. # of articles per agent
B. Most popular articles
C. # of cases via email
D. Total cases created
View answer
Correct Answer: BD
Question #11
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 #12
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI
View answer
Correct Answer: C
Question #13
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A. Open CTI
B. Macros
C. Local Presence
D. Lightning Dialer
View answer
Correct Answer: D
Question #14
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....Which configuration option should be verified?
A. Verify that users have access to the Chat public group
B. Verify that users are assigned the Chat user profile
C. Verify that users have access to the Chat buttons
D. Verify that users are assigned the Chat feature license
View answer
Correct Answer: D
Question #15
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
A. Case volume by channel
B. Cases created by type
C. Open cases by reason
D. Average case stage duration
View answer
Correct Answer: D
Question #16
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 #17
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. Chat Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout
View answer
Correct Answer: AD
Question #18
Universal containers wants to unify channels and manage agent workload with omni- channel routing.what required step should a consultant address before configuring omni channel.What required step should a consultant address before configuring omni channel?
A. Create SF cases to have omni channel enabled
B. create the necessary objects in SF
C. customize service channel settings to define how the org receives work various sources
D. From setup select omni channel and select enable omni channel
View answer
Correct Answer: D
Question #19
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
A. Mass email
B. Communities
C. Public groups
D. Salesforce Chat
View answer
Correct Answer: BD
Question #20
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
A. Dynamic list updates
B. Quick Text
C. Multi -monitor support
D. Keyboard Shortcuts
E. Case hover
View answer
Correct Answer: ACD

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.