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Salesforce CRT-261 Exam Overview:
| Aspect | Details |
|---|---|
| Exam Name | Salesforce CRT-261 Exam |
| Exam Cost | $200 USD |
| Total Time | 105 minutes |
| Available Languages | English, Japanese |
| Passing Marks | 65% |
| Exam Format | Multiple-choice questions (MCQs) |
| Exam Type | Proctored |
| Prerequisites | None |
| Retake Policy | Candidates can retake the exam after 15 days |
| Exam Provider | Salesforce |
| Exam Delivery | Online or in-person at a testing center |
| Certification Validity | 2 years |
| Study Resources | Official Salesforce study materials, practice exams |
| Recommended Experience | 6 months to 1 year of Salesforce experience |
| Target Audience | Salesforce Administrators, Developers, Consultants |
Salesforce Certified Service cloud consultant Exam Topics Breakdown
| Domain | Percentage | Description |
|---|---|---|
| Data Modeling and Management | 20 | Understands how to model and manage data. |
| Security and Access Control | 20 | Knowledge of security and access controls. |
| Workflow/Process Automation | 20 | Ability to automate workflows and processes. |
| Reports and Dashboards | 15 | Proficiency in creating reports and dashboards. |
| App Deployment | 15 | Competency in deploying applications. |
| User Interface and User Experience | 10 | Understanding of user interface and user experience. |
Few More CRT-261 Exact Exam Questions
Question # 1
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
A. Social Customer Service
B. Service Console
C. Messaging
D. Chat
Answer: B,C
Explanation:
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview
Salesforce CRT-261 Frequently Asked Questions
Question # 1
When Service Reps view a Case, they often need to see the Case History of other Casesfor that same Account. How should a Consultant configure the Lighting Service Console tosupport this requirement?
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
Question # 2
Universal containers is trying to reduce the amount of time support agents spend creatingcases. The new method case creation must allow for 4000 - 5000 new cases a day, as wellas the attachment of documents under 25 MB by the customer.Which method should the consultant suggest?
A. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing
Question # 3
Universal Containers wants to allow customers to ability to submit cases and also to see adashboard of case resolution history.Which type of Community license should be used to meet these requirements?
A. Customer Community Plus
B. Customer Community
C. High Volume Customer Portal
D. Lightning External Apps Starter
Question # 4
the support manager at universal containers wants to see monthly historical metrics for firstcall resolution by call center and agent. Which reporting should consultant recommend
A. DynamicDahsbaord by Call Center
B. Reporting Snapshots by call center
C. Report Subscriptions by call center
D. Case report grouped by call center
Question # 5
Metrics show that Universal Containers has a high call abandonment rate Which twostrategies should a consultant recommend?Choose 2 answers
A. Simplify the interactive voice response (IVR) tree.
B. Set up Email-to-Case.
C. Use Assignment rules and case queues.
D. Add additional agents to lower average hold time.
Question # 6
universal containers has regional contact centers around the world. Support Managershave asked to see support metrics for their region by default.Which two strategies should a consultant recommend?
A. Dashboad folder sharing
B. Org wide default for cases set to private
C. Dynamic dashboards
D. Case Object permissions set to create and read
Question # 7
Service agents at Cloud Kicks frequently encounter duplicate coses that customers indifferent channels created. Management would like to provide a method for service agentsto combine duplicates and delete one of the cases.Which action should a Service Cloud consultant recommend?
A. Enable Case Merge.
B. Create an auto-launched flow.
C. Configuration a blocking duplicate rule
D. Set a validation rule
Question # 8
Universal conatiners has determined that case list views are slow to load because of thelarge number of cases in the system. Which two actions will improve the performance ofthe list views? Choose 2 answers
A. Filter the views by case owner.
B. Restrict visibility of the views.
C. Reduce the number of fields displayed.
D. Remove filter criteria from the views.
Question # 9
Universal Containers support management team has noticed an increase in wait times overthe last several months when customers call in for support.Which two recommendations should a consultant suggest to help decrease customer waittimes?Choose 2 answers:
A. Set up analytical snapshots to capture key case information and create historicaltrending reports
B. Set up a Salesforce Customer Community that will allow customers to create casesonline
C. Create reports to analyze call data in order to understand peak times and ensureadequate staffing
D. Create case escalation rules to route high priority cases directly to supervisors forresolution
Question # 10
Cloud Kicks provides support to customers through voice, web, and chat channels. Casesare routed to service agents based on availability and skills. When agents encounterissues, they can raise a flag. Supervisors need to respond to flags and provide responsesthat only the agent can view.What is the recommended solution to meet the requirements?
A. Screen Flow
B. Einstein Case Routing
C. Case Escalation Rules
D. Omni-Channel Supervisor
Question # 11
Universal Containers wants customers to have the ability to log cases with structured dataand route based on Urgency and Product Line.How should a Consultant accomplish this?
A. Standard Email-to-Case with assignment rules
B. Lightning Email with web routing prioritization
C. Omni-Channel with prioritized queues
D. Standard Web-to-Case with assignment rules
Question # 12
Universal Containers wants to let its customers interact real-time with support agents fromtheir computers and mobile devices.What feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Embedded Chat Service
C. Customer Community
D. Case Assignment Rules
Question # 13
Cloud Kicks (CK) provides product support based on Service Contracts. A customer’sService Contract includes the same level of Entitlements for response time and businesshours on both Case and Work Orders. CK would like an efficient method to manage thesetup.What is the recommended configuration to meet the requirements?
A. Set up separate Entitlement Process for Case and Work Order
B. Assign the WorV Order to the same Case as the Entitlement Process.
C. Create or Apex Trigger to assign the Entitlement Process to Work Order.
D. Work Orders created from a Case automaticallv inherit the Entitlement Process
Question # 14
How can a Contact Center Manager see which Service Representatives have not acceptednew Cases recently using the Lightning Service Console?
A. Omni-Channel Utility Component
B. Cases report sorted by Rep and Case Owner
C. Cases report sorted by Rep and Case CreatedDate
D. Omni-Channel Supervisor tab
Question # 15
What are three considerations when adding a report chart to a Console Component?Choose 3 answers
A. The report is shared with a Chatter Group.
B. The report contains a chart.
C. The report has a standard Report Type.
D. The report is a Summary or Matrix report.
E. The report chart is added to the Page Layout.
Question # 16
Universal Containers email policy requires that all email traffic remain within its firewall.Currently, the company has 200 support agents handlingemail from five different time zones.Which solution should a consultant recommend?
A. Web-to-Case
B. Email-to-Case
C. Salesforce for Outlook
D. On-Demand Email-to-Case
Question # 17
Universal Containers has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to theproduction environment.What should be used for migration functionality?
A. Visual Studio Code and change sets
B. Mass Transfer Records, change sets, and Visual Studio Code
C. Visual Workflow, data loader, and Force.com IDE
D. Data loader, change sets, and Force.com Excel Connector
Question # 18
The Universal Containers contact center offers support through phone, email, publicwebsite, and a Community. The contact center manger wants todemonstrate 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
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
Question # 19
A contact center manager wants to measure improvements to operations after theimplementation of a new workforce management system.A contact center manager wants to measure improvements to operations after theimplementation of a new workforce management system.Which two metrics can be used to assess the success of the new workforce managementsystem? Choose 2 answers
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence
Question # 20
universal containers is implementing a customer community to provide self service optionsto its B2C customers.Which two features should a consultanrecommend.
A. Contracts and SLASs
B. Chatter Answers
C. Contacts
D. Cases
Question # 21
Universal Containers is changing their case management system to salesforce. All activeaccounts, contacts, open cases and closed cases for thepast five years must be migrated to salesforce for go-live.Which approach should the consultant use for date migration?
A. Prepare, plan, Test, execute, validate.
B. Plan, prepare, test, execute, validate.
C. Plan, prepare, validate, execute, test
D. Prepare, plan, validate, execute, test
Question # 22
Universal Containers (UC) wants to automate the process of case creation. Whileconducting a business process review, the consultant learned that in some instances,customers provide UC with digital pictures of the problem. The average attachment sizewas 34 MB.Which solution should a consultant recommend?
A. Web-to-Case
B. Outlook Integration
C. Email-to-Case
D. On-Demand Email-to-Case
Question # 23
Cloud Kicks supports customers through chat. Service agents have reported multipleinstances where customers have used abusive language, Cloud kicks wants to way toprevent abusive customers from starting future chat sessions.What is the recommended feature to meet the requirement?
A. Create a blocking rule.
B. Enable Assistance Flag Configuration setting.
C. Create sensitive data rules.
D. Enable Sneak Peek Configuration setting.
Question # 24
Ursa Major Solar provides onsite support for customers' solar panels. Dispatchedtechnicians work in a specific geography during set hours of the day. Managerrefit wants tominimize the numberof rescheduled appointments by ensuring technicians have the required products tocomplete repairs.Which feature should a Service Cloud consultant recommend?
A. Field Service Inventory
B. Work Oder Assignment
C. Operating Hours and Shifts
D. Service Appointment Bundling
Question # 25
Universal Containers wants to maintain Service Level Agreements on its customer cases.Customers are provided different service levels based on their Services agreement. TheVP of Customer Service wants to use Service Cloud to track and ensure seniormanagement is alerted when cases have NOT completed certain stages.Which Service Cloud feature should the Consultant recommend to address thisrequirement?
A. Salesforce Console
B. Entitlements and Milestones
C. Case Escalation
D. Case Assignment
Question # 26
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center callmetrics, CK has identified Average Speed of Answer as a leading indicator to predictCustomer Satisfaction.What should the consultant explain about Average Speed of Anwer?
A. It captures the same informaion as First Call Resolution.
B. It includes blocked and abandoned calls.
C. It is the typical experience of a caller.
D. It is skewed by calls that are quickly answered
Question # 27
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Supportagents can use predefined Case Teams to add specialists on a Case. Specialists need tobe able to view Cases and add related records to the Case.What is the recommended level of Case Access for the Case Team Rote?
A. Read Only
B. Visible in Portal
C. Private
D. Read/Write
Question # 28
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launcha public kno base for customers that will have 2,500 articles. The company wants an easyway for users to find relevant articles based on their location and product.What is the recommended method to meet the requirement?
A. Article Translation
B. Data Category Groups
C. Chatter Answers
D. Data Category Visibility
Question # 29
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Whichfeature should the Consultant consider?
A. Omni-Channel
B. Entitlements
C. Case Escalation
D. Case Milestones
Question # 30
The VP of Services at Universal Containers wants to reduce call center staffing. One of theinitiatives is to deflect customer's interaction with a support agent while still providingrelevant answers to the customer.How can a consultant automate the use of suggested articles to accomplish this goal?
A. An email to case inquiry
B. On-demand email to case
C. While holding for a support agent
D. Web-to-case question
Question # 31
Universal Containers (UC) has deployed a call center using open CTI. Call center agentsare organized into four groups reflecting UC's four different product lines. Each group'smanager would like a report on their agents" daily call volume, including related case andcontact information.How should the consultant recommend the report be created?
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.
Question # 32
Cloud Kicks is migrating its knowledge base from Classis Knowledge into LightningKnowledge. After the migration, an integration process that manages the articles‘ lifesyclesby archieving deleting articles of a certain designation now fails.What are two reasons the integration is fading?Choose 2 answers
A. The Amde Type field is no longer accessible via SOQi or the API.
B. Only Published articles are available in the API.
C. URL formats for articles drffer between Classic and Lightning Knowledge.
D. Users must have Modify AM permission to delete archived articles.
E. After the migration, an integration process that manages the articles' lifecyde byarchiving and
Question # 33
A client's Support Call Center has seen an increase in call volume on a new product line.The agents are having problems resolving issues and have been escalating to Tier 2 forsupport.Which action should be taken to reduce the call volumes and escalations?
A. Create Knowledge Articles and publish internally and publicly.
B. Configure IVR routing to bypass Tier 1 for the product line.
C. Configure Omni-channel to assign cases directly to Tier 2.
D. Create a dashboard to track and manage call volumes by type.
Question # 34
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire supportorganization. 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'
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.
Question # 35
The Vice President (VP) of Customer Support for Universal Containers has issued amission statement that "We will empower our customers to interact with us in the way oftheir choosing." Universal Containers has recently deployed a new toll-free interactivevoice response (IVR) system and knowledgebase. The VP has asked the managementteam to make additional system enhancements to fulfill this mission statement. Which threeshould the consultant recommend to achieve the mission statement? Choose 3 answers
A. Replace the existing "Chat Now" button on the Customer Community with a toll- freephone number.
B. Create a central "Contact Us" page which provides access to all available channels.
C. Enforce that customers must search the knowledgebase before they can see theContact Us page.
D. Optimize the customer community for mobile devices to have access to the samesupport as desktops.
E. Enable customers to be emailed FAQs by accessing the interactive voice response 24hours per day.
Question # 36
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, arrangedinto a hierarc that is 10 levels deep.What should a consultant recommend?
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.
Question # 37
universal containers wants to monitor customers social media reactions and opinions.Agents also want to see recent cases that customer logged.
A. Omni channel
B. Appexchange solution
C. Custom lightning component
D. Social Conversation component
Question # 38
Universal Container's customers like speaking to a live support agent on complex productissues. This causes a heavy amount of phone calls and customers complain about the holdtime.What functionality should the consultant recommend implementing to resolve this issue?
A. Contact Requests
B. Social Customer Service
C. Embedded Chat Window
D. Open CT1
Question # 39
What should a consultant recommend service agents use?
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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