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    CRT 261

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    A consultant is preparing for the Service Cloud Consultant certification (CRT-261) by reviewing sample exam questions and answers. The questions cover topics like implementing Service Cloud globally, Knowledge article lifecycles, managing case records and processes for different business operations, configuring features to meet service level agreements, allowing global agents to call customers, using macros, and ensuring accurate agent performance reports and Knowledge article content.

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    Download as PDF, TXT or read online from Scribd

    CRT 261

    Uploaded by

    hr
    49 views3 pages
    A consultant is preparing for the Service Cloud Consultant certification (CRT-261) by reviewing sample exam questions and answers. The questions cover topics like implementing Service Cloud globally, Knowledge article lifecycles, managing case records and processes for different business operations, configuring features to meet service level agreements, allowing global agents to call customers, using macros, and ensuring accurate agent performance reports and Knowledge article content.

    Original Description:

    Salesforce training

    Original Title

    CRT-261

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    A consultant is preparing for the Service Cloud Consultant certification (CRT-261) by reviewing sample exam questions and answers. The questions cover topics like implementing Service Cloud globally, Knowledge article lifecycles, managing case records and processes for different business operations, configuring features to meet service level agreements, allowing global agents to call customers, using macros, and ensuring accurate agent performance reports and Knowledge article content.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    49 views3 pages

    CRT 261

    Uploaded by

    hr
    A consultant is preparing for the Service Cloud Consultant certification (CRT-261) by reviewing sample exam questions and answers. The questions cover topics like implementing Service Cloud globally, Knowledge article lifecycles, managing case records and processes for different business operations, configuring features to meet service level agreements, allowing global agents to call customers, using macros, and ensuring accurate agent performance reports and Knowledge article content.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    CRT-261

    Salesforce - CRT-261
    Certification Preparation
    for Service Cloud
    Consultant

    https://xcerts.com 1
    CRT-261

    QUESTION: 1
    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. Assign a global team of experienced agents and leaders to create a common design
    template and report structure.
    B. Assign teams in each major contact center to design a solution unique to its needs and have
    an analyst build a combined report.
    C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide
    process and reporting.
    D. Recommend that the VP of Worldwide Support design a global template to provide a clear
    vision and tandardization.

    Answer(s): A

    QUESTION: 2
    The lifecycle of a Knowledge article consists of five stages.
    In which order does an article proceed through these stages?

    A. Create, approve, publish, consume, feedback


    B. Create, feedback, publish, approve, consume
    C. Create, publish, feedback, approve, consume
    D. Create, consume, feedback, approve, publish

    Answer(s): A

    QUESTION: 3
    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. Omni-Channel
    B. Page Layouts
    C. Record Types
    D. Support Processes
    E. Article Types

    Answer(s): A, C, D

    QUESTION: 4
    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. Enable Work Orders.


    B. Create an Entitlement Process.

    https://xcerts.com 2
    CRT-261

    C. Set up Milestones.
    D. Configure Service Contracts.

    Answer(s): B, C

    QUESTION: 5
    Which feature should a Consultant configure to allow global Service Reps to call customers
    from within the Lightning Service Console?

    A. Open CTI
    B. Macros
    C. Local Presence
    D. Lightning Dialer

    Answer(s): D

    QUESTION: 6
    Universal Containers wants to provide a more consistent service experience to its customers
    and is evaluating the Service Cloud macro feature.
    Which three configurations must be made? Choose 3 answers

    A. Users must use Lightning Experience.


    B. Publisher Actions used in the macros must be on the page layout.
    C. The Macros widget or utility must be added to the console.
    D. The Run Macros Permission must be granted to users.
    E. The Run Macros Action must be on the page layout.

    Answer(s): A, B, D

    QUESTION: 7
    The Support Manager at Universal Containers is getting inaccurate agent performance reports.
    After researching the data, the Salesforce Administrator has identified hundreds of cases that
    are closed, but still owned by a queue.
    Which two solutions should a Consultant recommend to correct this problem? Choose 2
    answers

    A. Create a case assignment rule to ensure cases are owned by a user when closed.
    B. Use a data tool to update the owner field on closed cases.
    C. Create a Process Builder and Flow to change the owner on closed cases.
    D. Create a case validation rule to ensure cases are owned by a user when closed.

    Answer(s): A, B

    QUESTION: 8
    Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2
    answers

    https://xcerts.com 3

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