Salesforce CRT-261 Exam Questions Instant Access

Question 1

[Service Cloud Solution Design]

Which advantage does Salesforce provide with the OpenCTI framework?

ADevelopers can Integrate with any telephony platform available with minimal need for customization.

BAgents can use telephony on a wide range of browsers and operating systems while only developing once.

CAgents can run their softphone at the operating system level, embedded in the task bar or system tray.

Answer : B

Question 2

[Case Management]

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

APublisher actions are on the page layout.

BAll users have permission to create macros.

CThe Lightning page contains the Run Macros action.

Answer : C

Question 3

[Service Cloud Solution Design]

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with

multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case

manager's knowledge of the products related to the case.

What should a consultant recommend to modify the Case Assignment rules?

AImplement Einstein Article Recommendations.

BImplement Skills-Based Routing.

CImplement Queue-Based Routing

Answer : B

Question 4

[Knowledge Management]

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.

What is the recommended feature to meet the requirements?

AIncident Management

BWorkforce Engagement

CField Service Management

Answer : A

Question 5

[Interaction Channels]

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are

always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

ASMS Long Code

BSMS Enhanced

CSMS Short Code

Answer : A

Question 6

[Knowledge Management]

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?

AClick Publish after the Approval Process.

BSet the status to Published fram the Knowledge approval page.

CSet the final approval action to 'Lock the record for editing'.

Answer : A

Question 7

[Contact Center Analytics]

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

ANumber of closed cases

BAgent utilization

CDeflection rate

Answer : B

Salesforce Prepare for your Service Cloud Consultant Certification CRT-261 Exam Questions