Get 100% Success with Latest Salesforce Service Cloud Consultant CRT-261 Exam Dumps Nov 29, 2023 [Q67-Q89]

Q67. Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Q68. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Q69. Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers

Q70. The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

Q71. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

Q72. Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

Q73. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

Q74. Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

Q75. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Q76. UC’s service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

Q77. You’re working on a sales presentation for your customer – universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

Q78. Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Q79. Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

Q80. universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Q81. 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)

Q82. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

Q83. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Q84. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Q85. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

Q86. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

Q87. universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Q88. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

Q89. AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?