CRT-261 TEST SIMULATOR, CRT-261 EXAM PAPERS

CRT-261 Test Simulator, CRT-261 Exam Papers

CRT-261 Test Simulator, CRT-261 Exam Papers

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Salesforce CRT-261 exam is designed to test the candidate's knowledge of Salesforce Service Cloud and their ability to design and implement solutions that meet the needs of the business. CRT-261 exam consists of 60 multiple-choice questions and must be completed in 105 minutes. CRT-261 Exam is administered by Salesforce and can be taken either online or in a proctored testing center.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q92-Q97):

NEW QUESTION # 92
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

  • A. The specific Quick Action must be added to the Case record page.
  • B. Quick Actions must be enabled in the org.
  • C. Global Actions need to be on the publisher layout.
  • D. The specific Quick Action must be added to the Case Feed.

Answer: A,D


NEW QUESTION # 93
How should a consultant configure a report that shows the average number of days that Cases stay open?

  • A. Use the standard Case age field on the resort.
  • B. Create a formula field on Case to calculate the average age.
  • C. Create a report snapshot of the number of open Cases each day.

Answer: B

Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.


NEW QUESTION # 94
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?

  • A. Field Service Management
  • B. Workforce Engagement
  • C. Incident Management

Answer: C

Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.


NEW QUESTION # 95
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?

  • A. Field Service with Integrated Payments
  • B. Service Cloud Voice with Tele-pay
  • C. Experience Cloud with Customer Account Portal template
  • D. Einstein Bots with Credit Card Payments

Answer: C

Explanation:
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self- service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview


NEW QUESTION # 96
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

  • A. Incorporate the additional requirements to the project scope and continue with the original project schedule.
  • B. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
  • C. Prepare a change order to account for the additional requirements and communicate the new project schedule.

Answer: B

Explanation:
When additional requirements are discovered early in a project that has a fixed budget and timeline, the consultant's first step should be to document the gap in requirements and discuss the potential impacts on schedule and budget with the project team. This approach ensures that all stakeholders are aware of the changes and can collaboratively decide on the best course of action.
Key Considerations:
* Scope Management:Clearly defining and managing project scope is crucial. Any changes to the scope should be carefully evaluated for their impact on time and cost.
* Stakeholder Communication:Engaging with stakeholders to discuss the implications of additional requirements helps in setting realistic expectations and making informed decisions.
* Change Control Process:Before implementing any changes, it's essential to follow a formal change control process, which includes documenting the change, assessing its impact, and obtaining necessary approvals.
By taking these steps, the consultant ensures that the project remains aligned with its objectives and constraints, and any deviations are managed in a controlled and transparent manner.
References:
https://trailhead.salesforce.com/content/learn/modules/best-practices-for-project-management/gather- requirements
https://www.salesforce.com/blog/project-management-guide/


NEW QUESTION # 97
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