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Obtaining the Salesforce CRT-261 certification can be beneficial for professionals who work in customer service or consulting roles, as it demonstrates their expertise in Service Cloud solutions. Additionally, the certification is recognized by employers as a sign of a candidate’s commitment to ongoing learning and professional development. With this certification, professionals can enhance their career prospects and increase their earning potential.

QUESTION 102
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?

 Omni-Channel

 Entitlements

 Case Escalation

 Case Milestones

QUESTION 103
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

 Salesforce Knowledgebase

 Chatter Groups

 Field Service Lightning

 Service Cloud SOS

QUESTION 104
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

 Implement an on demand telephony solution provided by a vendor.

 Use a computer telephony integration (CTI) adapter that supports its telephony system.

 Create an API integration between Salesforce and the telephony system.

 Build a custom computer telephony integration (CTI) adapter using the Toolkit.

QUESTION 105
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers

 Data Category to assign an Article Type to a Reviewer

 Validation Rules for Article Types to verify all fields during creation

 Knowledge Action to Publish an Article once the Article is approved

 Approval Process that assigns an Article to a Reviewer Queue

QUESTION 106
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

 Add the entitlements related list to contact records

 Add the entitlement contacts related list to account records

 Add the assets related list to contact records

 Add the service contract related list to contact records

QUESTION 107
What are two design considerations for a Live Agent implementation? Choose 2 answers

 Chat Visitor Browser

 Chat Window Title

 Chat Character Limit

 Idle Connection Timeout

QUESTION 108
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

 Create a sharing rule to share the contact record with the community member.

 Change the org-wide default for cases and contacts internal access to private.

 Set up a sharing set to grant access based on the community member’s contact record.

 Update the case assignment rule to add the community member to the predefined case team.

QUESTION 109
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

 Facebook Messaging

 Escalation Rules

 Chat

 Case Auto-Response

QUESTION 110
Which solution should a consultant recommend?

 Enable the knowledge sidebar related list on the case page layout.

 Create a visualforce page called knowledge sidebar on the case page layout.

 Enable the knowledge sidebar setting in the case support settings.

 Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

 Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

QUESTION 111
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

 Case Assignment Rules, Queues, Chatter Groups, Live Agent

 Case Assignment Rules, Queues, Public Groups, Omni-Channel

 Escalation Rules, Queues, Chatter Groups, Omni-Channel

 Escalation Rules, Queues, Public Groups, Live Agent

QUESTION 112
Support cent’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

 Quick Action

 Outbound Sales Dialer

 Macros

 History Utility

QUESTION 113
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

 Implement Field Service Lightning.

 Integrate with an enterprise resource planning system.

 Develop and publish a knowledge management system

 Configure Visual Flows on Salesforce mobile.

QUESTION 114
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

 Use a community template to set up their customer community.

 Enable web -to -case on their public website.

 Enable Live Agent in their community to chat with an agent.

 Add the Question action to Chatter in the community publisher.

QUESTION 115
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps’ responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

 Configure Omni-Channel Supervisor tab and 3rd party access.

 Configure Live Agent Supervisor tab and Whisper Messages.

 Add the Live Agent Component to the Utility bar.

 Configure the SOS snap-in for the Lightning Service Console.

QUESTION 116
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

 Omni-Channel Utility Component

 Cases report sorted by Rep and Case Owner

 Cases report sorted by Rep and Case CreatedDate

 Omni-Channel Supervisor tab

QUESTION 117
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

 Filter or Cosed When Created equals true

 Filter on Status equals Ctosea Resolved

 Filter where Dete/Time Opened equals Created Date

 Filter where Closed Date equals Created Date

QUESTION 118
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.

 Ability to determine if a customer has escalated a case in the past

 Ability to specify unique service levels for each customer

 Ability to prompt callers for the service contract number within IVR menus

 Ability to enforce service levels with the time-dependent processes

QUESTION 119
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

 Configure Case Assignment Rules

 Configure Omni-Channel with Most Available Routing

 Configure Live Agent Skills-based Routing

 Configure Omni-Channel with Least Active Routing

QUESTION 120
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

 Use Process Builder for notifications and case teams to monitor cases.

 Use Process Builder for notifications and account teams to monitor cases.

 Use escalation rules for notifications and account teams to monitor cases.

 Use escalation rules for notifications and case teams to monitor cases.

QUESTION 121
Ursa Major Solar provides onsite support for customers’ solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?

 Field Service Inventory

 Work Oder Assignment

 Operating Hours and Shifts

 Service Appointment Bundling

Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments

QUESTION 122
Which native Service Cloud solution is used for case satisfaction surveys?

 Create a Web-to-case form with a custom case type of survey

 Enable the case survey option on the case object

 Enable the case survey auto-response rule

 Check the survey option in the case settings

QUESTION 123
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable “Use standard Salesforce sharing” in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

 Data Category Visibility of All Categories provides Public Read/Write access.

 Data Categories no longer control access to articles.

 Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

 Data Category Visibility of AM Categories provides Public Read Only access.

 Loading …

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