CRT-261 PDF Pass Leader, CRT-261 Latest Real Test [Q72-Q91]

CRT-261 PDF Pass Leader, CRT-261 Latest Real Test

Valid CRT-261 Test Answers & CRT-261 Exam PDF

NEW QUESTION # 72
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Configure Case Escalation Rules.
B. Create a Process Builder with Scheduled Actions.
C. Define Case Auto-Response Rules.
D. Establish Case Assignment Rules.

Answer: A

Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

NEW QUESTION # 73
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Customer Community
B. Emebedded Chat Service
C. Web-to-Case
D. Case Assignment Rules

Answer: B

Explanation:
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
snapins_chat_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.
htm&type=5

NEW QUESTION # 74
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases to a custom read-only object
B. Migrate open and closed cases with milestones and entitlements
C. Migrate open and closed cases without milestones and entitlements
D. Migrate closed cases with milestones and entitlements

Answer: D

NEW QUESTION # 75
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 case escalation rules to route high priority cases directly to supervisors for resolution
B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
C. Set up a Salesforce Customer Community that will allow customers to create cases online
D. Set up analytical snapshots to capture key case information and create historical trending reports

Answer: B,C

NEW QUESTION # 76
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article customization for open cases.
B. Enable agents to create their own personal articles.
C. Enable suggested articles on new cases.
D. Create an email template to send articles as PDF attachments.
E. Enable article submission during case close.

Answer: C,D,E

Explanation:
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates

NEW QUESTION # 77
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

A. Knowledge Only User
B. Satesforce
C. Salesforce Platform
D. WDC Only User

Answer: A

Explanation:
Explanation
Knowledge Only User is the recommended license for the specialists who will create and manage knowledge articles in Salesforce. Knowledge Only User is a user license that allows users to access and use Salesforce Knowledge, but not other standard Salesforce objects or features. Knowledge Only User is a cost-effective license for users who only need to work with knowledge articles. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.users_license_types_available.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.users_license_types_knowledge.htm&type=5

NEW QUESTION # 78
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A. Video Support
B. Appointment Assitant
C. Incident Management
D. Omn-Channel Routing

Answer: D

NEW QUESTION # 79
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

A. Chatter Answers
B. Cases
C. Contacts
D. Contracts and SLASs

Answer: A,C

NEW QUESTION # 80
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.

Answer: A

Explanation:
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.flow_concepts_screenelement.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
flow_distribute_overview.htm&type=5

NEW QUESTION # 81
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
B. Configure the new app in developer org and use an unmanaged package to deploy to production.
C. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Answer: C

Explanation:
Explanation
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified References: Service Cloud Consultant Certification Guide
& Tips, Sandbox Overview, Change Sets Overview

NEW QUESTION # 82
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 in the contact centers? Choose 2 answers.

A. Enable Chatter for agent collaboration.
B. Enable Ideas in a Service Cloud portal.
C. Create auto response templates for emails.
D. Enable Knowledge in a Service Cloud portal.

Answer: C,D

NEW QUESTION # 83
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A. Highly available telecom solution
B. Periodic maintenance windows
C. System software restore after an outage
D. Server hardware infrastructure rebuilds

Answer: A,B

NEW QUESTION # 84
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. The Customer is shown the new Rep's name
B. The chat transcripts and case are transferred
C. The Customer doesn't know they were transferred
D. Both Service Reps can chat with the customer

Answer: A,B

NEW QUESTION # 85
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. Path for Cases
B. Interaction Log
C. Lightning Process Builder
D. Lightning Flow for service

Answer: A,D

Explanation:
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
* Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
* Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]

NEW QUESTION # 86
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. OmniStudio
B. Case auto-response rule
C. Salesforce Chat

Answer: C

Explanation:
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.

NEW QUESTION # 87
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A. Allows customers the ability to collaborate
B. Allows customers to customize their user interface
C. Allows customers to search a knowledge base.
D. Allows customers to customize reports and dashboards

Answer: A,C

NEW QUESTION # 88
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Enable Case Merge.
B. Create an auto-launched flow.
C. Set a validation rule
D. Configuration a blocking duplicate rule

Answer: A

Explanation:
Explanation
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience

NEW QUESTION # 89
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

A. Employ surveys to confirm customer satisfaction.
B. Increase the number of agents.
C. Enable templates for written responses.
D. Improve the agent interface.

Answer: A,C

NEW QUESTION # 90
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers