[2024] CRT-261 PDF Questions - Perfect Prospect To Go With Prep4away Practice Exam
Salesforce CRT-261 Pdf Questions - Outstanding Practice To your Exam
NEW QUESTION # 46
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge related list to the Case record page.
- B. Add the Knowledge Component to the Case record page.
- C. Add Knowledge Data Categories to each Case.
- D. Add the Knowledge tab to the Service Console.
Answer: B
Explanation:
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 47
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Workforce Engagement
- B. Video Support
- C. Incident Management
- D. Self Service Knowledge
Answer: C
Explanation:
Explanation
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview
NEW QUESTION # 48
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Average speed to answer
- C. Escalation rate
- D. Average handle time
Answer: A,D
NEW QUESTION # 49
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Multiple Monitors Components
- B. Configure Macros
- C. Collapsible Sidebar Components
- D. Console Keyboard Shortcuts
Answer: B
NEW QUESTION # 50
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It includes blocked and abandoned calls.
- B. It is the typical experience of a caller.
- C. It captures the same informaion as First Call Resolution.
- D. It is skewed by calls that are quickly answered
Answer: D
Explanation:
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
reports_standard_report_types.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
reports_call_center_metrics.htm&type=5
NEW QUESTION # 51
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
- A. Build a Screen Flow.
- B. Create an Einstein Bot.
- C. Configure a Visual Remote Assistant.
Answer: B
Explanation:
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.
NEW QUESTION # 52
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Use Process Builder with Scheduled Actions
- B. Define Entitlement and Milestones.
- C. Enable Omni-Channel Routing.
- D. Configure Case Escalation Rules.
Answer: B
Explanation:
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified References: [Entitlement Management]
NEW QUESTION # 53
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom related list on the case.
- B. Create a custom view on the Case tab.
- C. Create a custom Visualforce page.
- D. Create a custom report.
Answer: C
NEW QUESTION # 54
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Customer Service for Twitter and Facebook.
- B. Social Media Marketing message tagging.
- C. Einstein Bot social queues.
- D. Social Persona for Twitter and Facebook.
Answer: A
Explanation:
Explanation
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 55
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Field Service with Integrated Payments
- B. Einstein Bots with Credit Card Payments
- C. Service Cloud Voice with Tele-pay
- D. Experience Cloud with Customer Account Portal template
Answer: C
NEW QUESTION # 56
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. WDC Only User
- B. Satesforce
- C. Salesforce Platform
- D. Knowledge Only User
Answer: D
NEW QUESTION # 57
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge related list to the Case record page.
- B. Add the Knowledge Component to the Case record page.
- C. Add Knowledge Data Categories to each Case.
- D. Add the Knowledge tab to the Service Console.
Answer: B
Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 58
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, contracts, milestones, and milestone actions
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: B
Explanation:
Explanation
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 59
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 agents to create their own personal articles.
- B. Enable article customization for open cases.
- C. Create an email template to send articles as PDF attachments.
- D. Enable suggested articles on new cases.
- E. Enable article submission during case close.
Answer: C,D,E
Explanation:
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 # 60
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
- A. Use child Cases to interact with the partner.
- B. Send Email Quick Action to loop in the stakeholders.
- C. Use Slack for Service for Case Swarming.
Answer: C
Explanation:
For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes.
NEW QUESTION # 61
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Configure Visual Flows on Salesforce mobile.
- C. Develop and publish a knowledge management system
- D. Integrate with an enterprise resource planning system.
Answer: D
NEW QUESTION # 62
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. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- C. 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.
- D. Configure the new app in developer org and use an unmanaged package to deploy to production.
Answer: A
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 # 63
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Organize the requirements from largest to smallest.
- B. Identify the requirements needed for initial GoLive.
- C. Provide a timeline that addresses all the requirements.
- D. Prioritize the requirements based on who submitted them.
Answer: B
NEW QUESTION # 64
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