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Salesforce CRT-261 Exam

Certification Provider: Salesforce
Exam Name: Certification Preparation for Service Cloud Consultant
Duration: 720 Minutes
Number of questions in our database: 359
Exam Version: Sep. 12, 2021
CRT-261 Exam Official Topics:
  • Topic 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
  • Topic 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
  • Topic 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.)
  • Topic 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
  • Topic 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
  • Topic 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
  • Topic 7: Distinguish the key components that contribute to performance optimization within a design
  • Topic 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
  • Topic 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
  • Topic 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
  • Topic 11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
  • Topic 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
  • Topic 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Topic 14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
  • Topic 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
  • Topic 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
  • Topic 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
  • Topic 18: Explain how different Service Console features work together to deliver business value
  • Topic 19: Given a set of business requirements, describe how a feature should be implemented

Free Salesforce CRT-261 Exam Actual Questions

The questions for CRT-261 were last updated On Sep. 12, 2021

Question #1

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

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Correct Answer: B

Question #2

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

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Correct Answer: B

Question #3

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.

Which two features requires Service Cloud?

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Correct Answer: B, D

Question #4

Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

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Correct Answer: D

Question #5

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

Which approach should the Consultant use for data migration?

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Correct Answer: C

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