Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 131:

  UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.

  What solution should a consultant recommend to meet this requirement?

  A. Assign team-based roles to the associated product article types
  B. Assign team-based profiles to the associated product article types
  C. Assign team-based roles to the associated product data category value
  D. Assign team-based profiles to the associated product data category value
  C. Assign team-based roles to the associated product data category value

• Question 132:

  Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

  Which methodology should the Consultant recommend given the requirements?

  A. Force.com IDE
  B. Agile
  C. Kanban
  D. Waterfall
  B. Agile

• Question 133:

  UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

  (choose 1 answer)

  A. Use an escalation rule to move cases into the product manager queue
  B. Use Chatter case feed and case teams to monitor cases
  C. Use an assignment rule to assign new cases to the product manager
  D. Use a workflow rule to send an email to the product manager
  D. Use a workflow rule to send an email to the product manager

• Question 134:

  Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

  A. Set up escalation rules.
  B. Set up self-service Knowledge.
  C. Set up assignment rules and case queues.
  B. Set up self-service Knowledge.

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  To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.

• Question 135:

  Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case. What is the recommended level of case access for the Case Team role?

  A. Territory Rule
  B. Read-Only
  C. Private
  B. Read-Only

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  For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and relatedrecords without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.

• Question 136:

  Which three are characteristics of Visual Workflow? Choose 3 answers

  A. Apex code must be used to update fields in the database.
  B. Elements can be used to pass data to legacy systems.
  C. Apex code must be used to pass data to legacy systems.
  D. Only one version of a flow can be activated at a time.
  E. Elements can be used to update fields in the database.
  A. Apex code must be used to update fields in the database.
  B. Elements can be used to pass data to legacy systems.
  D. Only one version of a flow can be activated at a time.

• Question 137:

  Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

  How should a consultant deploy these Permission Sets to Production?

  A. Use a Change Set
  B. Manually re-create the Permission Sets
  C. Create an Unmanaged Package
  D. Publish a Managed Package
  A. Use a Change Set

• Question 138:

  UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

  A. Implement a customer self-service portal
  B. Enable agents to transfer calls to other agents
  C. Cross-train agents on both product lines
  D. Prioritize customer calls based on their SLA
  A. Implement a customer self-service portal
  C. Cross-train agents on both product lines

• Question 139:

  Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

  A. Hire contact center representatives that specialize in each of the product categories.
  B. Make contact center representatives accessible 24/7 to distribute the call volume.
  C. Redirect users from the company site to social media forums about the products.
  D. Make knowledge base articles and community answers accessible on its website.
  D. Make knowledge base articles and community answers accessible on its website.

• Question 140:

  Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

  Which approach should a consultant implement?

  A. Define Case Auto-Response Rules.
  B. Establish Case Assignment Rules.
  C. Create a Process Builder with Scheduled Actions.
  D. Configure Case Escalation Rules.
  D. Configure Case Escalation Rules.