[Q21-Q43] Latest CRT-261 Exam with Accurate Certification Preparation for Service Cloud Consultant PDF Questions [Apr 25, 2023]

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[Apr 25, 2023] Latest CRT-261 Exam with Accurate Certification Preparation for Service Cloud Consultant PDF Questions

Practice To CRT-261 – PracticeMaterial Remarkable Practice On your Certification Preparation for Service Cloud Consultant Exam

QUESTION 21
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

QUESTION 22
Which case submission process leverages Apex email services?

Web-to-Case

Email-to-Case

On-demand Email-to-Case

Case submitted using chat

QUESTION 23
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Custom indexes

Tiered data strategy

Record types

Divisions

Custom search

QUESTION 24
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

Communities

Chatter Questions

Public Knowledge

Field Service

Macros

QUESTION 25
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

Define Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

QUESTION 26
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

QUESTION 27
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

QUESTION 28
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

Create a sharing rule to share the contact record with the community member.

Change the org-wide default for cases and contacts internal access to private.

Set up a sharing set to grant access based on the community member’s contact record.

Update the case assignment rule to add the community member to the predefined case team.

QUESTION 29
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

Average incoming case volume

Relationship to the primary contact

Case closure rules on the original case

RMA and FSR escalation requirements

Visibility and access to the RMA and FSR records

QUESTION 30
If you delete a case, which two also get deleted? (Choose two answers)

Account

Solution

Event

Attachments

QUESTION 31
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

QUESTION 32
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

QUESTION 33
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

QUESTION 34
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

QUESTION 35
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

Dashboad folder sharing

Org wide default for cases set to private

Dynamic dashboards

Case Object permissions set to create and read

QUESTION 36
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?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

QUESTION 37
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 sharing set to grant the Customer Community user access to records associated to their Contact record.

An organization-wide default of Public Read/Write on the Case object.

A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

A sharing rule to ensure record access is granted based on criteria of the case.

QUESTION 38
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

QUESTION 39
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

QUESTION 40
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

QUESTION 41
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

Escalation rules

Case teams

Workflow rules

Auto-response rules

QUESTION 42
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

Configure call center definition

Deploy Call Center Directory

Install CTI adapter using open CTI

Configure IVR auto response

Assign users to a call center

QUESTION 43
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

Define case auto-response rules.

Estabalish case assignment rules.

Use Flow Builder to create a flow with scheduled path.

Configure case escalation rules.

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The Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Certification Exam is designed for professionals who want to demonstrate their expertise in Salesforce Service Cloud. This certification exam is designed to validate the skills and knowledge required to implement and manage Service Cloud solutions in a customer-facing role. The exam covers various topics such as case management, contact center management, data management, and analytics.

The Salesforce CRT-261 exam is designed for professionals who want to become certified service cloud consultants. This certification is a globally recognized standard for demonstrating expertise in the Salesforce platform and its related services. The exam is intended for individuals who have experience working with the Salesforce platform and who want to expand their knowledge of it in the context of service cloud implementation and management.

Exam Questions and Answers for CRT-261 Study Guide Questions and Answers!: https://www.practicematerial.com/CRT-261-exam-materials.html

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