Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 151:

  Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories. What should the admin keep in mind when organizing articles?

  A. There can be up to 10,000 data categories.
  B. Data category hierarchy can have up to 10 levels.
  C. Articles can have up to 8 data categories.
  B. Data category hierarchy can have up to 10 levels.

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  When organizing Knowledge articles in Salesforce, Data Categories provide a hierarchical structure to classify and manage content effectively. Each Data Category Group can have up to 10 levels in its hierarchy, allowing for detailed categorization of articles.

  It's important to note the following limits:

  Data Category Groups:You can create up to 3 active Data Category Groups.

  Categories per Group:Each group can contain up to 100 categories.

  Hierarchy Levels:Each group can have a hierarchy depth of up to 10 levels.

  These structures help in filtering and controlling access to Knowledge articles based on user roles and permissions, enhancing the user experience and ensuring relevant content is easily accessible.

  References:

  https://help.salesforce.com/s/articleView?id=000382539andlanguage=en_USandtype=1 https://help.salesforce.com/s/articleView?id=service.category_whatis.htmandlanguage=en_USandtype=5

• Question 152:

  Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

  A. Average Handle Time
  B. Reduced Call Volume
  C. Total Open Cases
  A. Average Handle Time

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  To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation.

• Question 153:

  Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

  Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

  A. Install an adapter from AppExdiange to work with third-party CTI systems.
  B. Enable Live Agent in their community to chat with an agent.
  C. Assign the correct Salesforce users to the Call Center.
  D. Create a softphone layout and assign to user profiles.
  E. Assign the Salesforce CTI license to Salesforce users.
  A. Install an adapter from AppExdiange to work with third-party CTI systems.
  C. Assign the correct Salesforce users to the Call Center.
  D. Create a softphone layout and assign to user profiles.

• Question 154:

  How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

  A. Add the Knowledge Component to the Service Console.
  B. Add the Knowledge tab to the Console app.
  C. Create email templates with Knowledge Articles attached.
  D. Add the Suggested Article widget to the Case page layout.
  A. Add the Knowledge Component to the Service Console.

• Question 155:

  Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

  A. Review and address Case data issues and set up Einstein Article Recommendations.
  B. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.
  C. Review and address Case data issues and set up Einstein Classification Apps.
  C. Review and address Case data issues and set up Einstein Classification Apps.

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  To leverage AI for predictive insights in Service Cloud, organizations start with Einstein Case Classification and Einstein Case Routing -collectively known as Einstein Classification Apps . These use existing case history to predict field values (like priority, type, or product) based on patterns from previously closed cases.

  Before enabling these apps, Salesforce recommends data review and cleanup to ensure high-quality, representative case records. A minimum of at least 1,000 closed cases is required for accurate AI model training.

  Option A (Einstein Article Recommendations) supports agent knowledge but doesn't predict case field values.

  Option B (Einstein Service AI Grounding) is part of Agentforce's generative response accuracy, not classification.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.

  Salesforce Help: "Set Up Einstein Case Classification and Routing." Salesforce Spring '24 Release Notes - Einstein Classification Apps Enhancements.

• Question 156:

  Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.

  What should a consultant recommend to automate the approval process?

  A. Workflow
  B. Assignment rule
  C. A Process Builder
  D. Validation rule
  C. A Process Builder

• Question 157:

  What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

  A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
  B. Plan and communicate the deployment to all users of the organization in advance.
  C. Select a window of time when users will NOT be making changes to the organization.
  D. Ensure all users refrain from logging into production for an entire day prior to deployment.
  E. Migrate a test deployment to a staging environment for a smoother real-life experience.
  B. Plan and communicate the deployment to all users of the organization in advance.
  C. Select a window of time when users will NOT be making changes to the organization.
  E. Migrate a test deployment to a staging environment for a smoother real-life experience.

• Question 158:

  Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

  A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
  B. Enable the knowledge sidebar setting in the case support settings.
  C. Create a visualforce page called knowledge sidebar on the case page layout.
  D. Enable the knowledge sidebar related list on the case page layout.
  B. Enable the knowledge sidebar setting in the case support settings.

• Question 159:

  Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process. What should a consultant recommend to meet the requirement?

  A. Use a record-triggered flow to determine when article approvals are needed.
  B. Use a record-triggered flow to submit all articles for approval.
  C. Use a scheduled action to determine when article approvals are needed.
  B. Use a record-triggered flow to submit all articles for approval.

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  To automate the submission of articles for approval in Salesforce Knowledge, especially when certain article types and categories require approval, a record-triggered flow can be utilized. This flow can be configured to automatically submit articles for approval upon creation or update, ensuring that the approval process is initiated without relying on agents to manually submit articles.

  From Salesforce Help:

  "Create an Approval Process and use After-save Record-Triggered Flow to automatically submit the record into the Approval Process."

  -Auto Submit Record into Approval Process with Flow

  By implementing this solution, UC can ensure that articles requiring approval are consistently submitted through the appropriate approval processes, aligning with KCS practices and reducing the risk of agents forgetting to initiate approvals.

• Question 160:

  The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

  Which solution should be implemented to support this?

  A. Omni-Channel
  B. Case Auto-Response Rules
  C. Visual Workflow
  D. Case Assignment Rules
  A. Omni-Channel