Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 1:

  SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

  A. Use entitlements to define a process and milestones
  B. Use case teams to close
  C. Use escalation rules
  A. Use entitlements to define a process and milestones

• Question 2:

  Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

  A. Workflow rule
  B. Validation rules on case process field
  C. Escalation rule to ignore business hours based on case criteria
  C. Escalation rule to ignore business hours based on case criteria

• Question 3:

  Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

  A. On-demand email to case
  B. On-demand email to case with sites
  C. Email to case with web to case
  D. Email to care with Site
  C. Email to case with web to case

• Question 4:

  Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

  A. Normalize database
  B. Perform data cleaning
  C. Enable data validation rules
  D. Develop data map
  B. Perform data cleaning
  D. Develop data map

• Question 5:

  When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

  A. Data Cleansing
  B. Data Normalization
  C. Activate data validation rules
  D. Data mapping
  A. Data Cleansing
  D. Data mapping

• Question 6:

  What method can NOT be leveraged to capture Cases in addition to via the Case tab?

  A. Email to Case
  B. Chatter feeds
  C. Customer Portal
  D. Self Service Portal
  B. Chatter feeds

• Question 7:

  Which technology will allow a client to enable ideas on a public website? There are two correct answers.

  A. Force.com Sites
  B. Customer portalPartner portal
  C. Self-service portal
  D. Partner portal
  E. Force.com Web Services API
  A. Force.com Sites
  E. Force.com Web Services API

• Question 8:

  Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

  A. # of articles per agent
  B. Most popular articles
  C. # of cases via email
  D. Total cases created
  B. Most popular articles
  D. Total cases created

• Question 9:

  Why would customer upgrade from self-service to customer portal (Choose 3)?

  A. Access to custom objects
  B. Branded site
  C. Simpler and easier to configure
  D. Better reporting
  A. Access to custom objects
  B. Branded site
  D. Better reporting

• Question 10:

  Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

  A. Percent of cases closed with an attached article
  B. Percent of cases closed meeting the defined SLA
  C. Percent of cases closed with chatter posts
  D. Percent of cases closed on first contact
  B. Percent of cases closed meeting the defined SLA