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What is the duration of the CRT-261 Exam
- Length of Examination: 105 minutes
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Passing Score: 67%
NEW QUESTION 85
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Assign the correct Salesforce users to the Call Center.
- C. Enable Live Agent in their community to chat with an agent.
- D. Create a softphone layout and assign to user profiles.
- E. Assign the Salesforce CTI license to Salesforce users.
Answer: A,B,D
NEW QUESTION 86
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Utilize KCS to manage Knowledge
- B. Configure Chatter for public access
- C. Create a Customer Community
- D. Implement SOS for mobile experience
- E. Add Live Agent to public-facing sites
Answer: A,D,E
NEW QUESTION 87
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Push Notifications
- B. Case Feed
- C. Next Best Actions
- D. Omni-channel Supervisor
Answer: D
NEW QUESTION 88
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. Average handle time
- C. Average days to close
- D. First call resolution
Answer: A,D
NEW QUESTION 89
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Create a Visualforce page called Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Enable the Knowledge sidebar setting in the case support settings.
- D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
Answer: A
NEW QUESTION 90
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 m developer org and use an unmanaged package to deploy to production.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. 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.
Answer: A
NEW QUESTION 91
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Template
- B. Workfl
- C. Email Relay
- D. Assignment Rule
- E. Email Alert
Answer: A,B,E
NEW QUESTION 92
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Field Service Lightning
- C. Lightning Console
- D. Employee Community
Answer: B
NEW QUESTION 93
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs with Case Subtabs
- B. Account tab with Cases related list
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: B
NEW QUESTION 94
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Customer Community
- B. Reseller Community
- C. Partner Community
- D. Employee Community
Answer: C
NEW QUESTION 95
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Create quick actions
- B. Activate quick test
- C. Deploy Pre-Chat form
- D. Configure LiveMessage
Answer: B,C
NEW QUESTION 96
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can download and view content
- B. Users are not associated with a role in the hierarchy
- C. Users can be part of a case team
- D. Users cannot own records
Answer: B
NEW QUESTION 97
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. Escalated cases by account month to date
- B. New cases opened by the account channel
- C. Time spent by account year to date
- D. High priority cases opened by account month to date
Answer: A,D
NEW QUESTION 98
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Open CTI
- B. Lightning Dialer
- C. Local Presence
- D. Macros
Answer: B
NEW QUESTION 99
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, feedback, publish, approve, consume
- B. Create, publish, feedback, approve, consume
- C. Create, approve, publish, consume, feedback
- D. Create, consume, feedback, approve, publish
Answer: C
NEW QUESTION 100
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure Lightning Guided Engagement.
- B. Configure a Live Chat Validation Rule.
- C. Customize the Pre-chat form.
- D. Customize the Lightning Console chat page.
Answer: C
NEW QUESTION 101
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Manually re-create the Permission Sets
- C. Publish a Managed Package
- D. Use a Change Set
Answer: D
NEW QUESTION 102
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- B. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: A
NEW QUESTION 103
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 least amount of active assigned work.
- C. Route to agents with the most cases closed for that topic.
- D. Route to agents staffing the assigned overflow queues.
Answer: A,B
NEW QUESTION 104
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat buttons.
- B. Verify that users have access to the chat public group.
- C. Verify that users are assigned the chat user profile.
- D. Verify that users are assigned the chat feature license.
Answer: D
NEW QUESTION 105
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case age report type
- C. Create a report using the Case historical trending report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION 106
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