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CRT-261 Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Questions 4

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

Options:

A.

The Customer is shown the new Rep's name

B.

Both Service Reps can chat with the customer

C.

The chat transcripts and case are transferred

D.

The Customer doesn't know they were transferred

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Questions 5

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

Options:

A.

Email-to-case

B.

Social Customer Service

C.

Chat

D.

Web-to-case

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Questions 6

A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.

What are two recommended Service Ctoud features that work togethe' to improve the process'

Choose 2 answers

Options:

A.

Quick Text

B.

Macros

C.

Global Quick Action

D.

Email Temp ates

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Questions 7

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.

What should a consultant recommend?

Options:

A.

Organize up to 200 categories in each category group.

B.

Consolidate into 3 or fewer category groups.

C.

Reorganize Into a hierarchy with 6 or fewer levels.

D.

Assign up to 10 data categories per category group to each article.

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Questions 8

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

Options:

A.

Filter or Cosed When Created equals true

B.

Filter on Status equals Ctosea Resolved

C.

Filter where Dete/Time Opened equals Created Date

D.

Filter where Closed Date equals Created Date

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Questions 9

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Options:

A.

Create separate data category groups for each division and assign the category to a division profile.

B.

Create a sharing rule for each division to provide access using the role hierarchy.

C.

Create a sharing rule for each division to provide access based on criteria of the article.

D.

Create a single data category group for each division and provide access using the role hierarchy.

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Questions 10

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Options:

A.

Entitlement processes, milestones, milestone actions, and entitlements

B.

Entitlement processes, contracts, contract line Items, and entitlements

C.

Entitlement processes, contract line items, milestones, and entitlements

D.

Entitlement processes, contracts, milestones, and milestone actions

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Questions 11

Agents at universal containers are required to update the case status to

waiting for customer after they send an email to the case contact.Support

managers are noticing that many agents are forgetting to perform this step.

What should a consultnat recommend to address this problem.

Options:

A.

Define case escalation rules

B.

Configure flow Builder /Process Builder

C.

Activate a validation rule

D.

Create a Case Macro

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Questions 12

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Options:

A.

Prioritize the requirements based on who submitted them.

B.

Identify the requirements needed for initial GoLive.

C.

Provide a timeline that addresses all the requirements.

D.

Organize the requirements from largest to smallest.

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Questions 13

universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Options:

A.

Omni channel

B.

Contact Requests

C.

field service

D.

Mobile connect

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Questions 14

universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing

Salesforce date,number and text fileds.

Which 3 best practices should a consultant recommend?

Options:

A.

Import the records and use duplicate management

B.

Deduplicate the data before importing into SF

C.

Install data quality analysis dashboards from the appexchange

D.

Standardize all rows to match salesforce data types

E.

Import records and cretae a a worflow rule to change the data type

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Questions 15

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

Options:

A.

in a Private sharing model, only queue members can take ownership or cases in the Queue.

B.

In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

C.

In a Private sharing model, only queue members and direct reports can view cases in a Queue.

D.

In a Public Read Only sharing model, al users can view cases in a Queue.

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Questions 16

Cloud Kicks uses the Service Console and work items to route cases to available agents.

Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

Options:

A.

Global Shared Macro

B.

Omni-Channel Utility widget

C.

Actions & Recommendations component

D.

Personalised navigation menu

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Questions 17

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?

Options:

A.

Lightning Component

B.

Contact Request flow

C.

Direct Messaging

D.

Case queues

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Questions 18

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l

had progressed in troubleshooting?

Options:

A.

Lighining Row Component

B.

Lightning Guided Engagement

C.

Service Console Macros

D.

Path for Cases

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Questions 19

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.

What is the recommended method to meet the requirements?

Options:

A.

Lookup Filter

B.

Auto-Add Milestones

C.

Cross-Object Formula

D.

Approval Process

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Questions 20

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options:

A.

Grant Authors access to the FAQ article type.

B.

Set article Org Wide Default to Public ReadWrite.

C.

Add Authors to the FaQ Data Category.

D.

Grant Authors access to the FaQ record type

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Questions 21

Milestones can be added to which three object types?

Choose 3 Answers

Options:

A.

Work order

B.

Case

C.

Service

D.

Entitlement

E.

Account

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Questions 22

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

A.

The Approval Process will automatically Publish.

B.

Approve articles from the Knowledge approval page to Publish.

C.

Agents must click Publish after the Approval Process.

D.

Set the final approval action to “Lock the record for editing”.

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Questions 23

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

Options:

A.

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

B.

Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

C.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

D.

Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

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Questions 24

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?

Options:

A.

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

B.

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

C.

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

D.

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

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Questions 25

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options:

A.

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B.

Plan and communicate the deployment to all users of the organization in advance.

C.

Select a window of time when users will NOT be making changes to the organization.

D.

Ensure all users refrain from logging into production for an entire day prior to deployment.

E.

Migrate a test deployment to a staging environment for a smoother real-life experience.

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Questions 26

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Options:

A.

Omni-Channel

B.

Publisher Actions

C.

Macros

D.

Quick Text

E.

Chatter

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Questions 27

Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.

What is the recommended solution to meet the requirements?

Options:

A.

Screen Flow

B.

Einstein Case Routing

C.

Case Escalation Rules

D.

Omni-Channel Supervisor

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Questions 28

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?

Options:

A.

Implement Field Service Lightning.

B.

Integrate with an enterprise resource planning system.

C.

Develop and publish a knowledge management system

D.

Configure Visual Flows on Salesforce mobile.

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Questions 29

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

Options:

A.

Configure Case Assignment Rules to use Queues.

B.

Configure Omni-Channel Routing Model as Most Available.

C.

Configure Case Assignment Rules to use Users.

D.

Configure Omni-Channel Routing Model as Least Active.

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Questions 30

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?

Options:

A.

Salesforce Console

B.

Entitlements and Milestones

C.

Case Escalation

D.

Case Assignment

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Questions 31

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

Options:

A.

Configure e deshboerd refresh schedule.

B.

Ensure View All Data is not assigned to users.

C.

Use a Dynamic Dashboard based on running user.

D.

Add multiple Dashboard Filters.

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Questions 32

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.

What are two places the messages can be routed to?

Choose 2 answers

Options:

A.

Chatter Group

B.

Web Chat

C.

Einstein Bots

D.

Call Center Agent

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Questions 33

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to

demonstrate the success of recent self-service initiatives to executive management.

Which two reports should the contact center manager present to executive management?

Choose 2 answers

Options:

A.

Average call handle time by team.

B.

Number of cases created - - Site by month

C.

Number of IVR inquiries without agent involvement.

D.

Number of cases closed by a self-service user

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Questions 34

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.

What solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

web-to-Case

C.

An AppExchange package

D.

On-Demand Email-to-Case

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Questions 35

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan

recommend.

Options:

A.

Contracts and SLASs

B.

Chatter Answers

C.

Contacts

D.

Cases

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Questions 36

what approach should a consultant use to ensure that knowledge search

only display articles for a servcie agents product specialization ?

Options:

A.

Crreate an article action for each record type;assign record types to service agents

B.

Create a page layout for each record type ;assign layouts to servce agents

C.

Create a permission set for each record type ;assignpermisisons to service agents

D.

create a data category for each product assign data categories to service agents.

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Questions 37

What should a consultant recommend service agents use?

Options:

A.

Einstein Next Best Action Strategy Guilder.

B.

History tab on the Actions & Recommendations comporent.

C.

Paused now interviews Lightning Component.

D.

Recommendation Strategy Metrics related list.

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Questions 38

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

Options:

A.

Email-to-Case

B.

Salesforce for Outlook

C.

Web-to-Case

D.

On-Demand Email-to-Case

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Questions 39

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solution should the Consultant recommend?

Options:

A.

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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Questions 40

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.

Which solution should a consultant recommend?

Options:

A.

Web-to-Case

B.

Outlook Integration

C.

Email-to-Case

D.

On-Demand Email-to-Case

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Questions 41

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.

Which question should be asked to determine the preferred solution?

Options:

A.

Do multiple versions of the entitlements need to be created and maintained?

B.

It support provoded on a periodic basis and renewed annually?

C.

Do Service Agents need to determine whether a customer is eligible for support?

D.

Will customers access selft service resources through Experince Cloud?

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Questions 42

Universal Container's agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

Options:

A.

Add multiple ELSE IF blocks after the IF block

B.

Add conditional logic to the instructions

C.

Create a formula to build the macro logic around

D.

Add a formula block to the macro

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Questions 43

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.

What is the recommended license for the specialists?

Options:

A.

Knowledge Only User

B.

Satesforce

C.

WDC Only User

D.

Salesforce Platform

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Questions 44

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?

Options:

A.

Limit Customers to 5 Cases per day.

B.

Provide a self-help Customer Community.

C.

Add more support phone lines.

D.

Ask sales reps to respond to support Cases

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Questions 45

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Options:

A.

Build a Summary report on Products and Activities.

B.

Set up a reporting snapshot of the case, contact and activity objects.

C.

Create a Custom Report type with activities as the primary object.

D.

Customize the My Teams Calls this week standard report.

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Questions 46

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options:

A.

Account tabs and Cases tab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs

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Questions 47

Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.

Which three aspect should the consultant consider to meet the requirements?

Choose 3 answers

Options:

A.

Work order and customer contact escalation requiements

B.

Visibility and accesst to the work order records

C.

Total number of accound and contact records in the database

D.

Accoun team relationship to the primary contact

E.

Case closure rules on the original case

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Questions 48

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.

What should a consultant recommend to meet the requirements?

Options:

A.

Recent Items set to Account object.

B.

History Utility in the Utility bar.

C.

Actions & Recommendations component.

D.

Screen flow launched from a global action.

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Questions 49

Milestones can be added to which two Object types?

Choose 2 answers

Options:

A.

Account

B.

Work Order

C.

Last

D.

Case

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Questions 50

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

Options:

A.

Omni-Channel

B.

Page Layouts

C.

Record Types

D.

Support Processes

E.

Article Types

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Questions 51

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple

How should the consultant recommend an agent launch a swarm?

Options:

A.

Dynamic Form

B.

Apex Trigger

C.

Quick Action

D.

Scheduled flow

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Questions 52

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.

What is the recommended solution to meet the requirements?

Options:

A.

Field Service with Integrated Payments

B.

Experience Cloud with Customer Account Portal template

C.

Einstein Bots with Credit Card Payments

D.

Service Cloud Voice with Tele-pay

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Questions 53

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options:

A.

Article Translation

B.

Data Category Groups

C.

Chatter Answers

D.

Data Category Visibility

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Questions 54

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

What functionality should a consultant recommend to satisfy the UC's need?

Options:

A.

omni Channel

B.

Contact Request

C.

Field Service

D.

Mobile Connect

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Questions 55

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.

What is the recommended feature to improve productivity?

Options:

A.

Quick Text

B.

Service Console

C.

Lightning Utility Bar

D.

Macros

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Questions 56

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.

What should a consultant configure to satisfy this request?

Options:

A.

Create a macro to send an email with the article to the customer.

B.

Create a workflow email alert to send the article to the customer.

C.

Create an auto-response rule to send the article to the customer.

D.

Create a Lightning email template to send the article to the customer.

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Questions 57

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

Options:

A.

On a utility bar of the Lightning App

B.

On a record Highlights Panel

C.

On a record Activity Feed list

D.

On the Calendar right hand panel

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Questions 58

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.

Which KPI should help explain the disparity?

Options:

A.

Track not promoter scores as part of an automated survey after case closure for every cote.

B.

Benchmark the average cases per agent versus the team average across each case channel

C.

Track the average calls per day, average cases per agent, and average cases per case type.

D.

Measure difference in CSAT ol cases with and without articles attached.

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Questions 59

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue

improving KPIs, CK wants to know where to focus its efforts next.

Which Knowledge dashboard should a consultant use?

Options:

A.

Most Revised Articles

B.

Most Linked Articles

C.

Top Articles sorted descending

D.

Search Activity Gaps

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Exam Code: CRT-261
Exam Name: Salesforce Certified Service cloud consultant (SU24)
Last Update: Nov 29, 2024
Questions: 198

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