Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 1:

  Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue?

  A. Create a screen flow to change the case owner and bypass the new ownership email.
  B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.
  C. Instruct users to uncheck the "Send notification email" checkbox when changing the owner.
  B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.

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  To reduce the volume of email notifications sent to support agents when case ownership changes, administrators can modify the Support Settings in Salesforce.

  From the official Salesforce Help documentation:

  "Select Cases. Select Support Settings. Deselect the Notify Case Owners when Case Ownership Changes checkbox to disable email notifications."

  -Salesforce Help

  By unchecking this setting, Salesforce will no longer automatically send email notifications to agents upon changes in case ownership, thereby reducing email clutter and allowing agents to focus on more critical communications.

• Question 2:

  Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

  Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

  A. Change Sets
  B. Mass Transfer Records
  C. Data Import Wizard
  D. Data Loader
  A. Change Sets
  D. Data Loader

• Question 3:

  Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.

  Which solution should a Consultant recommend?

  A. RESTful services with GET, POST, or PUT
  B. Workflow-driven outbound messaging
  C. Schedule batch Apex processing job
  D. Visualforce page APEX SOAP async callout
  B. Workflow-driven outbound messaging

• Question 4:

  Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should the consultant ask to determine the preferred solution?

  A. Will customers access Knowledge articles through Experience Cloud?
  B. Is support provided on a periodic basis and renewed annually?
  C. Do multiple versions of the Entitlements need to be created and maintained?
  B. Is support provided on a periodic basis and renewed annually?

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  Asking whether support is provided on a periodic basis and renewed annually helps determine the need for Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the types of support a customer is entitled to.

• Question 5:

  A Service Cloud 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 Voice
  C. Service Cloud Voice

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  Service Cloud Voice is Salesforce's unified telephony solution that integrates phone systems directly into the Service Console. It combines Amazon Connect (or other supported telephony providers) with Salesforce data, offering real-time call transcription, sentiment analysis, and screen pops.

  Option A (Softphone Layout) is part of legacy CTI integration, not a modern unified solution.

  Option B (Lightning Dialer) supports outbound calling only and lacks enterprise telephony features.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Integrate Telephony Using Service Cloud Voice."

  Salesforce Spring '24 Release Notes ?Service Cloud Voice Enhancements.

• Question 6:

  Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

  A. Create an FAQ article type and configure the enable suggested articles option in support settings.
  B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
  C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
  D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
  B. Create an FAQ article type and enable the submit articles feature on the case close page layout.

• Question 7:

  A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.

  Which configuration option should be verified?

  A. Verify that users have access to the chat buttons.
  B. Verify that users are assigned the chat user profile.
  C. Verify that users have access to the chat public group.
  D. Verify that users are assigned the chat feature license.
  D. Verify that users are assigned the chat feature license.

• Question 8:

  Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

  When implementing Salesforce, what solution should a consultant recommend for this scenario?

  A. Email-to-Case
  B. Salesforce for Outlook
  C. Web-to-Case
  D. On-Demand Email-to-Case
  A. Email-to-Case

• Question 9:

  A Service Representative transfers a Live Agent Chat to another Representative.

  Which two things will happen? Choose 2 answers

  A. The Customer is shown the new Representative's Name
  B. Both Service Reps can chat with the customer
  C. The chat transcripts and case are transferred
  D. The Customer doesn't know they were transferred
  A. The Customer is shown the new Representative's Name
  C. The chat transcripts and case are transferred

• Question 10:

  Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes. What should the consultant recommend?

  A. Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.
  B. Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.
  C. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.
  C. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

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  Salesforce Service Cloud Voice provides features to protect customers' sensitive data and ensure privacy during voice calls. One such feature is the ability for agents to pause and resume call recordings when sensitive information is being exchanged. This functionality is controlled through Sensitive Data Rules, which can be configured to allow agents to manually pause and resume recordings during a call.

  This approach ensures that sensitive information is not stored in call recordings, aligning with privacy requirements and compliance standards. Additionally, it allows the organization to continue recording calls for training and quality assurance purposes, excluding only the sensitive segments.Genesys Cloud Resource Center

  References: Salesforce Help: Let Agents Pause and Resume Voice Call Recordings https://help.salesforce.com/s /articleView?id=sf.voice_pt_setup_control_call_recording.htmandlanguage=en_USandtype=5 Salesforce Developer Guide: Call Recordings | Service Cloud Voice for Partner Telephony https://developer. salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide /voice_pt_record_calls.htm