Jan-2022 Salesforce CRT-261 Certification Real 2022 Mock Exam
CRT-261 Exam Questions and Valid PMP Dumps PDF
Who should take the CRT-261 exam
The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
What is the duration of the CRT-261 Exam
- Length of Examination: 105 minutes
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Number of Questions: 60
NEW QUESTION 80
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. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Supervisors to investigate those cases
Answer: B,D
NEW QUESTION 81
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer
- A. Create publication teams with article managers and assign each team to specific publication states.
- B. Create public groups with article managers and assign each group to specific article actions.
- C. Create public groups with article managers and assign each group to specific publication states.
- D. Create publication teams with article managers and assign each team to specific article actions.
Answer: B
NEW QUESTION 82
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Ensure all users refrain from logging into production for an entire day prior to deployment.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,C,E
NEW QUESTION 83
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. Customer Community
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION 84
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. CTI Adapter configuration
- B. Lightning Console enablement
- C. Service Console case creation configuration
- D. Call Center Definition File creation
Answer: A,D
NEW QUESTION 85
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show all cases across tiers filtered by an escalation flag.
- B. Create an approval process to ensure only the appropriate cases get escalated.
- C. Create a case report to show the number of cases for each tier and sort them by case owner.
- D. Create a custom trigger to generate history when cases get escalated between tiers.
Answer: A
NEW QUESTION 86
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable web -to -case on their public website.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Add the Question action to Chatter in the community publisher.
Answer: C,D
NEW QUESTION 87
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. Lightning Flow Component
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
Answer: C
NEW QUESTION 88
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Deliver training on case handling for contingent staff.
- C. Disable the Interactive Voice Response (IVR) system.
- D. Route cases to agents in an alternate center.
- E. Update the case status field values.
Answer: A,B,D
NEW QUESTION 89
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact related list load time
- D. Contact report run time
Answer: D
NEW QUESTION 90
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
Answer: A
NEW QUESTION 91
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 92
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 to customize reports and dashboards
- B. Allows customers to customize their user interface
- C. Allows customers to search a knowledge base.
- D. Allows customers the ability to collaborate
Answer: C,D
NEW QUESTION 93
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: C
NEW QUESTION 94
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 95
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