SurePassExams CRT-261 Real Exam Question Answers Updated [Mar 27, 2022]
Easily To Pass New Salesforce CRT-261 Dumps with 349 Questions
NEW QUESTION 96
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. An email is automatically sent to the case owner
- C. A Workflow rules is activated
- D. An Assignment Rule is Activated
Answer: B
NEW QUESTION 97
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)
- A. Case teams
- B. Workflow rules
- C. Escalation rules
- D. Auto-response rules
Answer: A,B
NEW QUESTION 98
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Route to agents with the least amount of active assigned work.
- D. Route to agents staffing the assigned overflow queues.
Answer: A,C
NEW QUESTION 99
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 100
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. Waterfall
- B. Agile
- C. Kanban
- D. Lightning Platform
Answer: B
NEW QUESTION 101
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 report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 102
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. Case history
- C. Products
- D. Service contracts
Answer: A,D
NEW QUESTION 103
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Create a formula to build the macro logic around
- B. Add conditional logic to the instructions
- C. Add multiple ELSE IF blocks after the IF block
- D. Add a formula block to the macro
Answer: A,D
NEW QUESTION 104
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Omni-Channel Utility Component
- C. Cases report sorted by Rep and Case CreatedDate
- D. Omni-Channel Supervisor tab
Answer: D
NEW QUESTION 105
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Assign a user to manually manage incoming email
- B. Convert to an On-Demand Email-to-Case setup
- C. Use Omni-Channel to automatically route inbound email
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION 106
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION 107
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Use a second Console session.
- C. Keep all open in tabs.
- D. Define a custom List View.
Answer: A
NEW QUESTION 108
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Create an iframe to display the chat window
- B. Enable Chatter Messenger for the organization
- C. Enable Live Agent for the organization
- D. Create user profiles or permission sets
Answer: C
NEW QUESTION 109
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: A
NEW QUESTION 110
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Update the case status field values.
- B. Deliver training on case handling for contingent staff.
- C. Route cases to agents in an alternate center.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: B,C,E
NEW QUESTION 111
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Entitlements
- B. Omni-channel
- C. Case milestones
- D. Case escalation
Answer: A,B,D
NEW QUESTION 112
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Restrict visibility of the views
Answer: B,C
NEW QUESTION 113
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Employee Communities with Content.
- B. Implement Customer Communities with Knowledge.
- C. Implement Partner Communities with Knowledge.
- D. Implement Customer Communities with Content.
Answer: B
NEW QUESTION 114
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