- Expert Verified, Online, Free.

MAIL US

info@examtopicspro.com

Salesforce CRT-261 Exam Questions

Certification Exams

Downloadable PDF versions

100% Confidential

Updated Regularly

Advanced Features

Number Of Questions

198

$ 39

Description

Exam Name: Prepare for your Service Cloud Consultant Certification Exam
Exam Code: CRT-261
Related Certification(s): Salesforce Service Cloud Consultant Certification
Certification Provider: Salesforce
Actual Exam Duration: 720 Minutes
Number of CRT-261 practice questions in our database: 177 (updated: Jan. 18, 2025)
Expected CRT-261 Exam Topics, as suggested by Salesforce :

  • Module 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
  • Module 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
  • Module 3: Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
  • Module 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
  • Module 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
  • Module 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
  • Module 7: Distinguish the key components that contribute to performance optimization within a design
  • Module 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
  • Module 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
  • Module 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
  • Module11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
  • Module 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
  • Module 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Module14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
  • Module 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
  • Module 16: Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
  • Module 17: Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. Explain the use cases, capabilities, and limitations of Flow important to case management. Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). Given a scenario, identify the appropriate Service Console features to meet the business need
  • Module 18: Explain how different Service Console features work together to deliver business value
  • Module 19: Given a set of business requirements, describe how a feature should be implemented

Description

Exam Name: Prepare for your Service Cloud Consultant Certification Exam
Exam Code: CRT-261
Related Certification(s): Salesforce Service Cloud Consultant Certification
Certification Provider: Salesforce
Actual Exam Duration: 720 Minutes
Number of CRT-261 practice questions in our database: 177 (updated: Jan. 18, 2025)
Expected CRT-261 Exam Topics, as suggested by Salesforce :

  • Module 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
  • Module 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
  • Module 3: Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
  • Module 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
  • Module 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
  • Module 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
  • Module 7: Distinguish the key components that contribute to performance optimization within a design
  • Module 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
  • Module 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
  • Module 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
  • Module11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
  • Module 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
  • Module 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Module14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
  • Module 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
  • Module 16: Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
  • Module 17: Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. Explain the use cases, capabilities, and limitations of Flow important to case management. Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). Given a scenario, identify the appropriate Service Console features to meet the business need
  • Module 18: Explain how different Service Console features work together to deliver business value
  • Module 19: Given a set of business requirements, describe how a feature should be implemented

Reviews

There are no reviews yet.

Be the first to review “Salesforce CRT-261 Exam Questions”

Your email address will not be published. Required fields are marked *

Q1. Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?

A.In-App Guidance

B. Einstein Next Best Action

C. Actions & Recommendations

Correct Answer: B

Q2. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp. What should the consultant recommend to handle the new cases?

A.Implement Case Swarming.

B. Implement Einstein Bots.

C. Implement Skills-Based Routing.

Correct Answer: B

Q3. Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?

A.Create queues with support agents and use assignment rules.

B. Predefine case teams and use assignment rules.

C. Configure Web-to-Case and use assignment rules,

Correct Answer: A

Q4. The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?

A.Email-to-Case

B. Chat with an agent

C. Knowledge base

Correct Answer: C

Q5. 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?

A.Build a report on Products with Activities grouped by owner.

B. Create a Custom Report type with Activities as the primary object.

C. Customize the My Team's Calls This Week standard report.

Correct Answer: B

Frequently Asked Questions

ExamTopics Pro is a premium service offering a comprehensive collection of exam questions and answers for over 1000 certification exams. It is regularly updated and designed to help users pass their certification exams confidently.
Please contact team@examtopics.com and we will provide you with alternative payment options.
The subscriptions at Examtopics.com are recurring according to the Billing Cycle of your Subscription Plan, i.e. after a certain period of time your credit card is re-billed automatically until/unless you cancel your subscription.
Free updates are available for the duration of your subscription, after the subscription is expired, your access will no longer be available.