May 11, 2024 Reliable Study Materials for CRT-261 Exam Success For Sure [Q25-Q42]

NEW QUESTION 25
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

Kanban

Lightning Platform

Agile

Waterfall

NEW QUESTION 26
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Add more support phone lines.

Ask sales reps to respond to support Cases.

NEW QUESTION 27
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.

NEW QUESTION 28
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

Enable Ideas in a customer portal

Enable Chatter for agent collaboration

Create auto-response templates for incoming emails

Enable Live Agent to handle incoming service inquiries

NEW QUESTION 29
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

Customer view of case tab

Custom Visual force page

Custom report

Custom related list

NEW QUESTION 30
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

NEW QUESTION 31
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

Remove these fields from the page layout and add the components to the highlights panel.

Add these fields to the page layout and add the components to the highlights panel

Remove these fields from the page layout and add the fields to the highlights panel

Add the fields to the page layout and add the fields to the highlights panel.

NEW QUESTION 32
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?

Topics for objects

Data Category groups

Screen Flow

NEW QUESTION 33
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

Enable Omni Channel in Setup.

Assign Users to the Omni Channel Feature License.

Assign Users to Omni Channel permissions.

Contact Salesforce to have Omni Channel enabled.

NEW QUESTION 34
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

Salesforce Connect

Custom Objects

Middle-tier integration

External Objects

NEW QUESTION 35
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

Knowledge One with Article Recommendations

Experience Cloud with self-support

Omni-Channel with Skills-Based Routing.

Live Agent and Live Message

NEW QUESTION 36
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

Create an article action for each record type and assign them to each team based on their product specialization

Create a permission set for each record type and assign them to each team based on their product specialization

Create a page layout for each article type and assign them to each team based on their product specialization

Create a data category for each product and assign them to each team bases on their product specialization

NEW QUESTION 37
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

Create geography-based roles to restrict access using data categories

Create geography-based profiles to restrict access by mapping article types

Create geography-based profiles to restrict access using data categories

Create geography-based roles to restrict access by mapping article types

NEW QUESTION 38
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?

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

NEW QUESTION 39
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce.

Import the records and create a Flow to change the data type.

NEW QUESTION 40
KCS (knowledge centered support) what is it? Choose 2 Answers

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

NEW QUESTION 41
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

NEW QUESTION 42
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

Create sensitive data rules.

Enable Assistance Flag Configuration setting.

Create an IP blocking rule.