[Jan 27, 2022] Updates Up to 365 days On Valid CRT-261 Braindumps
Best QualityCRT-261 Exam Questions Salesforce Test To Gain Brilliante Result
NEW QUESTION 11
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. Establish Case Assignment Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: D
NEW QUESTION 12
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Salesforce Chat
- C. Public groups
- D. Mass email
Answer: A,B
NEW QUESTION 13
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. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 14
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Ask sales reps to respond to support Cases.
- B. Provide a self-help Customer Community.
- C. Limit Customers to 5 Cases per day.
- D. Add more support phone lines.
Answer: B
NEW QUESTION 15
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Add a Visualforce page to the Case layout
- D. Configure the Case highlights panel
Answer: B
NEW QUESTION 16
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 17
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Make knowledge base articles and community answers accessible on its website.
- B. Make contact center representatives accessible 24/7 to distribute the call volume.
- C. Redirect users from the company site to social media forums about the products.
- D. Hire contact center representatives that specialize in each of the product categories.
Answer: A
NEW QUESTION 18
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: A
NEW QUESTION 19
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Import payment data into Salesforce and add to the contact page layout as a related list.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: A,B
NEW QUESTION 20
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 21
What is the capability of case feed?
- A. Switch from case feed to standard detail pages using a console component
- B. Enable call control using the CTI case feed publisher.
- C. Add custom visual force pages to the case feed page layout.
- D. Embed case feed functionality within a visual force page.
Answer: D
NEW QUESTION 22
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
- A. Enable Omni Channel in Setup.
- B. Assign Users to Omni Channel permissions.
- C. Contact Salesforce to have Omni Channel enabled.
- D. Assign Users to the Omni Channel Feature License.
Answer: A
NEW QUESTION 23
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 24
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION 25
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: C,D
NEW QUESTION 26
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Configure a Live Chat Validation Rule.
- D. Configure Lightning Guided Engagement.
Answer: A
NEW QUESTION 27
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent profile for each channel grouping.
Answer: B
NEW QUESTION 28
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 enable the submit articles feature on the case close page layout.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: B
NEW QUESTION 29
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Visual Workflow
- B. Macros
- C. Lightning Guided Engagement
- D. Quick Text
Answer: B,D
NEW QUESTION 30
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to determine if a customer has escalated a case in the past
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to enforce service levels with the time-dependent processes
Answer: B,C
NEW QUESTION 31
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Omni-Channel with prioritized queues
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Standard Web-to-Case with assignment rules
Answer: B
NEW QUESTION 32
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