Service Cloud Consultant CRT-261 Dumps

1. CRT-261 Dumps CRT-261 Dumps Certification Preparation for Certification Preparation for Service Cloud Consultant Service Cloud Consultant https://www.passcert.com/ https://www.passcert.com/CRT-261 CRT-261.html .html

2. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 1 Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support. assist agents in providing customer support. Which three options should UC consider when planning its implementation? Choose three Which three options should UC consider when planning its implementation? Choose three answers answers A. What types of information they need to publish. A. What types of information they need to publish. B. Who can approve and manage the information published. B. Who can approve and manage the information published. C. How information should be categorized. C. How information should be categorized. D. Where call center support agents are located. D. Where call center support agents are located. E. When the knowledge maintenance window is available. E. When the knowledge maintenance window is available. Answer: A,B,C Answer: A,B,C 2

3. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 2 What is a recommended way to migrate data from an external system while ensuring that the data adheres to What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org? data quality rules established for the Salesforce org? A. Cleanse the data outside of Satesfbrce and then migrate the data. A. Cleanse the data outside of Satesfbrce and then migrate the data. B. Use the Salesforce data loader to load and cleanse the data. B. Use the Salesforce data loader to load and cleanse the data. C. Use the Salesforce import wizard to load and cleanse the data. C. Use the Salesforce import wizard to load and cleanse the data. D. Upload the data into Salesforce and then run data cleansing tools. D. Upload the data into Salesforce and then run data cleansing tools. Answer: A Answer: A 3

4. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 3 Universal Containers wants to implement a new web presence to support its customers. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: It has provided the following requirements: - Ability for visitors to search Knowledge articles without registering or logging in - Ability for visitors to search Knowledge articles without registering or logging in - Ability for over one million registered customers to securely submit cases and view the status of those cases - Ability for over one million registered customers to securely submit cases and view the status of those cases - Ability to display white papers to registered customers - Ability to display white papers to registered customers - Ability for registered customers to save favorite Knowledge articles for easy access later - Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution? What should the consultant recommend as part of the solution? A. Implement Partner Communities with Knowledge. A. Implement Partner Communities with Knowledge. B. Implement Customer Communities with Content. B. Implement Customer Communities with Content. C. Implement Employee Communities with Content. C. Implement Employee Communities with Content. D. Implement Customer Communities with Knowledge. D. Implement Customer Communities with Knowledge. Answer: D Answer: D 4

5. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 4 Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. 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 Which three recommendations should a consultant make to meet this requirement? Choose 3 answers A. Enable article customization for open cases. A. Enable article customization for open cases. B. Enable agents to create their own personal articles. B. Enable agents to create their own personal articles. C. Enable suggested articles on new cases. C. Enable suggested articles on new cases. D. Enable article submission during case close. D. Enable article submission during case close. E. Create an email template to send articles as PDF attachments. E. Create an email template to send articles as PDF attachments. Answer: C,D,E Answer: C,D,E 5

6. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 5 Which three tasks should be included in a business continuity plan for a contact center? Choose three Which three tasks should be included in a business continuity plan for a contact center? Choose three answers answers A. Route cases to agents in an alternate center. A. Route cases to agents in an alternate center. B. Disable the Interactive Voice Response system. B. Disable the Interactive Voice Response system. C. Deliver training on case handling for contingent staff. C. Deliver training on case handling for contingent staff. D. Update the case status field values. D. Update the case status field values. E. Monitor service level agreements (SLAs) and notify customers. E. Monitor service level agreements (SLAs) and notify customers. Answer: A,C,E Answer: A,C,E 6

7. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 6 Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too 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. much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers Which two features should a Consultant recommend to address this concern? Choose 2 answers A. Visual Workflow A. Visual Workflow B. Lightning Guided Engagement B. Lightning Guided Engagement C. Quick Text C. Quick Text D. Macros D. Macros Answer: C,D Answer: C,D 7

8. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 7 A company has these requirements for dealing with Cases: A company has these requirements for dealing with Cases: - Handled efficiently and by the right agents - Handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work - 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 Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers A. Route to agents with the most cases closed for that topic. A. Route to agents with the most cases closed for that topic. B. Route to agents staffing the assigned overflow queues. B. Route to agents staffing the assigned overflow queues. C. Route to agents with the least amount of active assigned work. C. Route to agents with the least amount of active assigned work. D. Route to agents with the most capacity to take on new work. D. Route to agents with the most capacity to take on new work. Answer: C,D Answer: C,D 8

9. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 8 Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficacy. A. Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers requesting feedback. B. Send out a monthly survey to customers requesting feedback. C. Install Knowledge Base Dashboards and Reports AppExchange package. C. Install Knowledge Base Dashboards and Reports AppExchange package. D. Create a group of super users that will evaluate and manage articles. D. Create a group of super users that will evaluate and manage articles. Answer: C Answer: C 9

10. Download Passcert valid CRT-261 exam dumps to pass your CRT-261 exam successfully Question 9 What are two design considerations for a Live Agent implementation? Choose 2 What are two design considerations for a Live Agent implementation? Choose 2 answers answers A. Chat Visitor Browser A. Chat Visitor Browser B. Chat Window Title B. Chat Window Title C. Chat Character Limit C. Chat Character Limit D. Idle Connection Timeout D. Idle Connection Timeout Answer: A,D Answer: A,D 10

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