CRT-261 Free Certification Exam Easy to Download PDF Format 2022 [Q46-Q68]

NEW QUESTION 46
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

NEW QUESTION 47
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

NEW QUESTION 48
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

NEW QUESTION 49
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

NEW QUESTION 50
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?

NEW QUESTION 51
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

NEW QUESTION 52
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?

NEW QUESTION 53
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

NEW QUESTION 54
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

NEW QUESTION 55
A company has these requirements for dealing with Cases:
– Handled efficiently and by the right agents
– Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

NEW QUESTION 56
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

NEW QUESTION 57
Universal containers wants to provide its 20 million customers with a portal where they can:
– Submit inquiries,
– Monitor the status of those inquiries,
– View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

NEW QUESTION 58
Auto Response rules work on which objects?

NEW QUESTION 59
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

NEW QUESTION 60
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

NEW QUESTION 61
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

NEW QUESTION 62
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

NEW QUESTION 63
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

NEW QUESTION 64
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?

NEW QUESTION 65
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

NEW QUESTION 66
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

NEW QUESTION 67
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

NEW QUESTION 68
A customer is planning a Service Cloud implementation. The customer’s current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)