Free Salesforce CRT-261 Exam Dumps Questions & Answers

A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

• A.  Service Cloud Softphone Layout
• B.  Lightning Dialer
• C.  Service Cloud Call Center

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?

• A.  Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.
• B.  Use Salesforce Connect and External Objects to represent work order data in Salesforce.
• C.  Create a Custom Object and utilize Data Loader to import work order data into Salesforce.

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality.
The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?

• A.  Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.
• B.  Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.
• C.  Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

• A.  Service Contracts
• B.  Salesforce Survey
• C.  Entitlement process

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?

• A.  Topics for objects
• B.  Screen Flow
• C.  Data Category groups