Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 101:

  When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

  A. Case queues
  B. Case custom reports
  C. Case assignment rules
  D. Case dashboards
  A. Case queues
  C. Case assignment rules

• Question 102:

  Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

  A. Map articles with HTML sections to rich text area fields
  B. Use change sets to import data categories
  C. Create a separate .csv for each article type
  D. Use the data loader to import unstructured articles
  A. Map articles with HTML sections to rich text area fields
  D. Use the data loader to import unstructured articles

• Question 103:

  What is a benefit of a quality monitoring system? Choose 2 answers

  A. Lower the average speed of answer (ASA)
  B. Teach new agents how to handle difficult situations
  C. Enforce a consistent standard of service for customer interaction
  D. Capture inappropriate word usage and generate reports
  C. Enforce a consistent standard of service for customer interaction
  D. Capture inappropriate word usage and generate reports

• Question 104:

  The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

  Which two solutions should a consultant recommend?

  Choose 2 answers

  A. Customer community
  B. Knowledge base
  C. Service cloud console
  D. Automatic call distribution
  A. Customer community
  B. Knowledge base

• Question 105:

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

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  When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

• Question 106:

  UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

  A. Create a custom web service to handle invoice inserts and updates from the billing system
  B. Create a custom tab of type URL that displays a search page from the billing system
  C. Import payment data into Salesforce and add to the contact page layout related list
  D. Create a Visualforce page that retrieves payment information via a Web Service call-out
  D. Create a Visualforce page that retrieves payment information via a Web Service call-out

• Question 107:

  Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

  Which three features could be implemented to support this? Choose 3 answers

  A. Omni-Channel
  B. Page Layouts
  C. Record Types
  D. Support Processes
  E. Article Types
  A. Omni-Channel
  C. Record Types
  D. Support Processes

• Question 108:

  Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

  Which Service Cloud feature should the Consultant recommend to address this requirement?

  A. Salesforce Console
  B. Entitlements and Milestones
  C. Case Escalation
  D. Case Assignment
  B. Entitlements and Milestones

• Question 109:

  Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

  1.

  Support attachments up to 25 MB per inquiry

  2.

  Under 2,500 inquiries per day

  Which configuration solution should a consultant recommend to meet these requirements?

  A. On-Demand Email-to-Case
  B. Heroku Connect
  C. Email-to-Case
  A. On-Demand Email-to-Case

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  For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On- Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.

• Question 110:

  Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What is a consideration of this approach?

  A. Swarm channels default to public channels in Slack.
  B. When users are added to the channel, they cannot see historical posts.
  C. Swarms can only be created in new channels created for the issue.
  B. When users are added to the channel, they cannot see historical posts.

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  When using Service Cloud Swarming in Slack , one limitation is that new users added to a swarm channel cannot see historical messages that occurred before they joined. This behavior is based on Slack's privacy and data-access model.

  Swarming creates a new Slack channel or thread per case, enabling collaboration across departments, but message visibility for late joiners remains restricted.

  Option A is incorrect-swarm channels are private by default to protect case data.

  Option C is partially true (new channels are created for issues), but it is not the key consideration Salesforce identifies for planning purposes.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Service Cloud Swarming Enhancements in Slack. Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain. Salesforce Help: "Considerations for Using Swarming with Slack."