CRT 261

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Exam : CRT-261
Title : Certification Preparation for

Service Cloud Consultant
Vendor : Salesforce
Version : DEMO
Get Latest & Valid CRT-261 Exam's Question and Answers1 from Dumpsmaterials.com. 1
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NO.1 Universal Containers initiates cases based on electronic transmissions from power units. The
case management process is as follows: A work order is submitted to a field service team to perform
a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be
stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
A. Case closure rules on the original case
B. Visibility and access to the work order records
C. Work order and customer contact escalation requirements
D. Account team relationship to the primary contact
E. Total number of account and contact records in the database
Answer: A,B,C
NO.2 Universal Containers wants to deploy the Service Cloud to its contact centers located across
North America, Europe, and Asi a. 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
NO.3 A company would like to implement a solution that would hold service reps accountable to
customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
A. Create an Entitlement Process.
B. Configure Service Contracts.
C. Set up Milestones.
D. Enable Work Orders.
Answer: A,C
NO.4 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. Reduce the number of fields displayed
B. Restrict visibility of the views
C. Filter the views by case owner

D. Remove filter criteria from the views
Answer: A,C
NO.5 Universal Containers' support management team has noticed an increase in wait times over
the last several months when customers call in for support. Which two recommendations should a
Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Set up analytical snapshots to capture key case information and create historical trending reports.
B. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Create reports to analyze call data in order to understand peak times and ensure adequate
staffing.
Answer: B,D
NO.6 Universal Containers' support team requires its customers to submit their support inquiries via
free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
Answer: A
NO.7 A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot
see the Live Agent footer component in the console.
Which configuration option should be verified?
A. verify that users have access to the Live Agent chat buttons.
B. Verify that users are assigned the Live Agent user profile.
C. Verify that users are assigned the Live Agent feature license.
D. Verify that users have access to the Live Agent public group.
Answer: B
NO.8 Due to a recent product recall, Universal Containers has experienced a 50% increase in daily
calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working
12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and
added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
A. Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time.
B. Set up IVR with an automated response for customers affected by the recall to defect calls.
C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect
call.
Answer: B
NO.9 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 report run time
B. Contact related list load time
C. Contact view page load time
D. Contact list view edit time
Answer: A
NO.10 What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
A. Creating content as a result of solving issues
B. Evolving content-based product lifecycles
C. Rewarding learning, collaboration, sharing and improving.
D. Developing a knowledge base on the experience of an individual
Answer: A,C
NO.11 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. Use Lightning Connect to connect and access data in real-time from the billing system.
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. Create a Visualforce page that retrieves payment information via a Web Service call-out.
Answer: B,D
NO.12 A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
A. Net promoter Score
B. Customer Purchase History
C. Customer Support Requests
D. Service Level Agreement
E. customer satisfaction Survey
Answer: A,B,E
NO.13 Which technology will allow a client to enable ideas on a public website? There are two
correct answers.
A. Force.com Web Services API

B. Force.com Sites
C. Customer portalPartner portal
D. Self-service portal
E. Partner portal
Answer: A,B
NO.14 Universal Containers is trying to reduce the amount of time support agents spend creating
cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the
attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. On-Demand Email-to-Case
B. Web-to-Case forms
C. Standard Email-to-Case
D. Omni-Channel routing
Answer: C
NO.15 Universal Containers provides Customer Support for two separate business operations. The
cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
A. Page Layouts
B. Support Processes
C. Article Types
D. Omni-Channel
E. Record Types
Answer: B,D,E
NO.16 Case escalation rules triggered on the last modification will be reset each time a user does
which of the following actions?
A. All of the above
B. Reads the case
C. Adds a related comment to the case
D. Adds an activity or sends an email from the case record
E. Edits the case
Answer: E
NO.17 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 suggested articles on new cases.
C. Create an email template to send articles as PDF attachments.
D. Enable article submission during case close.

E. Enable article customization for open cases.
Answer: B,C,D
NO.18 Universal Containers is implementing a call center using CTI (Computer-telephony

integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
A. Configure IVR auto response
B. Configure call center definition
C. Install CTI adapter using open CTI
D. Deploy Call Center Directory
E. Assign users to a call center
Answer: B,C,E
NO.19 UC's service center needs to provide support for a new product line. The product manager
would like to be notified whenever a customer reports a new defect. Which solution should a
consultant recommend to meet this requirement?
(choose 1 answer)
A. Use a workflow rule to send an email to the product manager
B. Use an escalation rule to move cases into the product manager queue
C. Use Chatter case feed and case teams to monitor cases
D. Use an assignment rule to assign new cases to the product manager
Answer: A
NO.20 Universal Containers wants to maintain Service Level Agreements on its customer cases.
Customers are provided different service levels based on their Services agreement. The VP of
Customer Service wants to use Service Cloud to track and ensure senior management is alerted when
cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A. Entitlements and Milestones
B. Case Assignment
C. Case Escalation
D. Salesforce Console
Answer: A

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Title : Certification Preparation for

C. Filter the views by case owner

A. Force.com Web Services API

D. Enable article submission during case close.

NO.18 Universal Containers is implementing a call center using CTI (Computer-telephony

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