[Feb-2024] CRT-261 Dumps Full Questions - Salesforce Service Cloud Consultant Exam Study Guide
Exam Questions and Answers for CRT-261 Study Guide
NEW QUESTION # 43
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Company Community
- B. Employee Community
- C. Partner Community
- D. Customer Community
Answer: D
NEW QUESTION # 44
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific article actions to each team.
- B. Assign article managers to publication teams and specific publication states to each team.
- C. Assign article managers to public groups and specific publication states to each group.
- D. Assign article managers to public groups and specific article actions to each group.
Answer: D
NEW QUESTION # 45
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Public groups
- B. Chatter groups
- C. Escalation rule
- D. Mass email
Answer: B
NEW QUESTION # 46
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Add Data Category Groups.
- C. Enable Suggested Articles.
- D. Create Article Translation.
Answer: C
Explanation:
Explanation
Suggested Articles is a feature that automatically recommends relevant knowledge 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. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview
NEW QUESTION # 47
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. Service Cloud Voice with Tele-pay
- B. Einstein Bots with Credit Card Payments
- C. Field Service with Integrated Payments
- D. Experience Cloud with Customer Account Portal template
Answer: D
NEW QUESTION # 48
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, Test, execute, validate.
- B. Plan, prepare, validate, execute, test
- C. Plan, prepare, test, execute, validate.
- D. Prepare, plan, validate, execute, test
Answer: C
NEW QUESTION # 49
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Add Authors to the FaQ Data Category.
- B. Set article Org Wide Default to Public ReadWrite.
- C. Grant Authors access to the FAQ article type.
- D. Grant Authors access to the FaQ record type
Answer: D
Explanation:
Explanation
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5
NEW QUESTION # 50
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. Configuration a blocking duplicate rule
- B. Enable Case Merge.
- C. Create an auto-launched flow.
- D. Set a validation rule
Answer: C
NEW QUESTION # 51
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Standardize all rows to match salesforce data types
- B. Import records and cretae a a worflow rule to change the data type
- C. Deduplicate the data before importing into SF
- D. Install data quality analysis dashboards from the appexchange
- E. Import the records and use duplicate management
Answer: A,C,D
NEW QUESTION # 52
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: C
NEW QUESTION # 53
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Service level agreement
- D. Average handle time
Answer: A,B
NEW QUESTION # 54
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Measure difference in CSAT ol cases with and without articles attached.
- B. Benchmark the average cases per agent versus the team average across each case channel
- C. Track not promoter scores as part of an automated survey after case closure for every cote.
- D. Track the average calls per day, average cases per agent, and average cases per case type.
Answer: D
NEW QUESTION # 55
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On a new tab in the agent's browser
- C. On the footer of the Lightning Console
- D. On the left sidebar of Salesforce Classic
Answer: C,D
NEW QUESTION # 56
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Apex Trigger
- B. Smart Links
- C. Article Translation
- D. Approval Process
Answer: D
Explanation:
Explanation
Approval Process is a method that can maintain the article quality while allowing all service agents to create articles. Approval Process is a feature that allows administrators to define the steps and criteria for approving records, such as articles, in Salesforce. Approval Process can be used to ensure that each article created by an agent is reviewed and approved by a subject matter expert before becoming available to users. Verified References: : https://help.salesforce.com/s/articleView?id=sf.approvals_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_process.htm&type=5
NEW QUESTION # 57
Which support channel requires the smallest amount of agent work time?
- A. Email to case
- B. Web to case
- C. Web self service
- D. Chat
Answer: C
NEW QUESTION # 58
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Each Article Record Type must be in a separate CSV.
- B. Article Record Types will be created as part of the import.
- C. Multiple Article Record Types can be imported in the same CSV.
- D. Article Record Types must be created before the import.
Answer: A,D
Explanation:
Explanation
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]
NEW QUESTION # 59
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report chart is added to the Page Layout.
- C. The report is shared with a Chatter Group.
- D. The report contains a chart.
- E. The report has a standard Report Type.
Answer: A,B,D
Explanation:
Explanation
These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm&type=5
NEW QUESTION # 60
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. field service
- B. Omni channel
- C. Contact Requests
- D. Mobile connect
Answer: A
Explanation:
Explanation
Field Service is the functionality that a consultant should recommend to schedule technicians for repair services when an agent is unable to solve a customer problem via call center. Field Service is a product that allows you to manage your mobile workforce and deliver onsite service to your customers. Field Service can be used to create work orders, schedule appointments, dispatch technicians, track service delivery, and optimize routes. Field Service can also be integrated with other Service Cloud features, such as cases, entitlements, knowledge, or chat. Verified References: [Service Cloud Consultant Certification Guide & Tips], Field Service Overview
NEW QUESTION # 61
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Chatter group and invite the customer to join with an external chatter user.
- B. Create a Visualforce page on the customer community portal.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Set up insert Article into Social post and enable the customer community portal.
Answer: C
Explanation:
Explanation
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
NEW QUESTION # 62
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