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Latest CRT-261 Exam Questions


Question # 1



Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?
A. Implement record types and page layouts.
B. Use Einstein Next Best Action.
C. Configure Path for Cases.
D. Improve Validation Rule messages.



C.   Configure Path for Cases.




Question # 2



Which feature should a Consultant recommend to allow a Tier 2 Service Representative to
take over case processing from Tier l and know how far Tier l had progressed in
troubleshooting?

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component




B.   

Lightning Guided Engagement






Question # 3



A consulting firm has been retained to implement a new Service Cloud platform for a
company. This company requires quick iterations and a speedy project completion. The
company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

A.

Kanban

B.

Lightning Platform

C.

Agile

D.

Waterfall




C.   

Agile






Question # 4



Universal Containers wants customers to have the ability to log cases with structured data
and route based on Urgency and Product Line.
How should a Consultant accomplish this?

A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules




A.   

Standard Email-to-Case with assignment rules






Question # 5



Universal Containers Executives want to see contact center metrics from each of its
different geographic regions. How should a Consultant support this requirement?

A.

Create a Dashboard for each Region.

B.

Create a single Dashboard with a Region filter.

C.

Create a Dashboard for each Case Team.

D.

Create a single Dashboard with a Case Team filter




B.   

Create a single Dashboard with a Region filter.






Question # 6



A company is changing its case management system to Salesforce. All active accounts,
contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A.

Prepare, Plan, Test, Execute, Validate

B.

Plan, Prepare, Test, Execute, Validate

C.

Prepare, Plan, Validate, Execute, Test

D.

Plan, Prepare, Validate, Execute, Test




D.   

Plan, Prepare, Validate, Execute, Test






Question # 7



Support agents need to verify that customers are eligible to receive customer support
before they can update the
Which two objects are used to verify that a customer is entitled to receive support? Choose
2 answers

A.

Contacts

B.

Products

C.

Service contracts

D.

Case history




A.   

Contacts




C.   

Service contracts






Question # 8



Universal Containers is using the Lightning Service Console for managing cases and wants
to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3
answers

A.

Install an adapter from AppExdiange to work with third-party cn systems.

B.

Enable Live Agent in their community to chat with an agent.

C.

Assign the correct Salesforce users to the Call Center.

D.

Create a softphone layout and assign to user profiles.

E.

Assign the Salesforce CTI license to Salesforce users.




A.   

Install an adapter from AppExdiange to work with third-party cn systems.




C.   

Assign the correct Salesforce users to the Call Center.




D.   

Create a softphone layout and assign to user profiles.






Question # 9



Universal Containers wants articles to be suggested to agents based on information they
are typing into the case.
Which solution should a consultant recommend?

A.

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the
case page layout.

B.

Enable the Knowledge sidebar related list on the case page layout.

C.

Enable the Knowledge sidebar setting in the case support settings.

D.

Create a Visualforce page called Knowledge sidebar on the case page layout




A.   

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the
case page layout.






Question # 10



Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A.

Increased call deflection

B.

Increased call routing accuracy

C.

Reduced issue resolution time

D.

Reduced support channels

E.

Optimized use of resources




C.   

Reduced issue resolution time




D.   

Reduced support channels




E.   

Optimized use of resources





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Salesforce CRT-261 Dumps - Real Exam Questions


Exam Code: CRT-261
Exam Name: Salesforce Certified Service cloud consultant (SU24)

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