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Salesforce Service Cloud Consultant(Salesforce CRT-261) Mock Test Q&A | SPOTO

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Question #1
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 #2
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process
View answer
Correct Answer: BC
Question #3
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which measure can satisfy this requirement?
A. Customer Satisfaction
B. Customer Engagement Score
C. Net Promoter Score
D. Service-Level Measure
View answer
Correct Answer: C
Question #4
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
A. Create a report that display the # of articles searched during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Report that displays # of cases with articles attached during the past 2 months
D. Report that displays # of new articles created during the past 2 months
View answer
Correct Answer: AC
Question #5
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
View answer
Correct Answer: A
Question #6
Universal Containers is implementing a call center using CTI (Computer-telephony integration).Which three items, at a minimum, must be implemented and deployed to ensure success?Choose 3 answers
A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTI adapter using open CTI
D. Configure IVR auto response
E. Assign users to a call center
View answer
Correct Answer: ACE
Question #7
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 options
A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team
View answer
Correct Answer: CD
Question #8
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
A. Community
B. Email to Case
C. Web to Case
D. On Demand Email to Case
View answer
Correct Answer: B
Question #9
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
A. Reads the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from the case record
D. Edits the case
E. All of the above
View answer
Correct Answer: D
Question #10
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.What should a consultant recommend to automate the approval process?
A. Workflow
B. Assignment rule
C. A Process Builder
D. Validation rule
View answer
Correct Answer: C
Question #11
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
A. Display articles in a public knowledge base
B. Display articles in Salesforce Answers
C. Display articles with HTML, images, and links
D. Publish articles to the Web using Salesforce Publisher
View answer
Correct Answer: AC
Question #12
Auto Response rules work on which objects?
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
View answer
Correct Answer: A
Question #13
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:1. Support attachments up to 30 MB per inquiry 2. Over 10,000 inquiries per dayWhat solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
View answer
Correct Answer: A
Question #14
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.Which two features should a consultant integrate of the Service Console? Choose 2 answers
A. Lightning Flow for service
B. Interaction Log
C. Lightning Process Builder
D. Path for Cases
View answer
Correct Answer: AB
Question #15
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce
View answer
Correct Answer: AB
Question #16
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMA and FSR records
View answer
Correct Answer: CDE
Question #17
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.How should this be accomplished?
A. Enable the list to be pinned in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
View answer
Correct Answer: A
Question #18
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.When implementing Salesforce, what solution should a consultant recommend for this scenario?
A. Email-to-Case
B. Salesforce for Outlook
C. Web-to-Case
D. On-Demand Email-to-Case
View answer
Correct Answer: A
Question #19
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
A. Communities
B. Chatter Questions
C. Public Knowledge
D. Field Service
E. Macros
View answer
Correct Answer: ABC

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