Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 171:

  Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

  A. Ability to determine if a customer has escalated a case in the past
  B. Ability to specify unique service levels for each customer
  C. Ability to prompt callers for the service contract number within IVR menus
  D. Ability to enforce service levels with the time-dependent processes
  B. Ability to specify unique service levels for each customer
  C. Ability to prompt callers for the service contract number within IVR menus

• Question 172:

  One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

  A. Restore the data using the available backup.
  B. Log a Data Recovery case with Salesforce Support.
  C. Use Data Loader to delete the corrupt data.
  D. Manually update the corrupt data to correct it.
  B. Log a Data Recovery case with Salesforce Support.

• Question 173:

  Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

  A. Upload the files as Documents, then relate them to the migrated Articles.
  B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
  C. Use the Files Related List on each article to add files to your articles.
  D. Post the Files to the Chatter Feed on each Article.
  C. Use the Files Related List on each article to add files to your articles.

• Question 174:

  A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents. What should the consultant recommend that the service manager do first?

  A. Review Assigned Work.
  B. Review Queues Backlog.
  C. Review Skills Backlog.
  C. Review Skills Backlog.

  ---

  Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right agents.

• Question 175:

  Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?

  A. Change the HTML format first to support subfields.
  B. Create an HTML file for each rich text area field.
  C. Modify the import parameters to specify HTML encoding.
  B. Create an HTML file for each rich text area field.

  ---

  For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.

• Question 176:

  Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?

  A. Configure and activate Duplicate Management.
  B. Grant "View All Data" and instruct them to search.
  C. Implement Apex triggers for Contact.
  A. Configure and activate Duplicate Management.

  ---

  To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like "View All Data."

• Question 177:

  Which of the following utilize the "Automated Case User" (Choose 3 answers):

  A. When a case is automatically assigned using assignment rules this user is listed in the case history
  B. When an email notification is triggered via workflow this user is listed in the case history
  C. When a case is escalated this user is listed in the case history
  D. When a case is created via Web-To-Case this user is listed in the case history
  E. When a case is created via Email-To-Case this user is assigned as the case owner
  A. When a case is automatically assigned using assignment rules this user is listed in the case history
  C. When a case is escalated this user is listed in the case history
  D. When a case is created via Web-To-Case this user is listed in the case history

• Question 178:

  Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases. Which solution should a consultant recommend to meet the requirement?

  A. Implement an Apex solution.
  B. Use a third-party app from AppExchange.
  C. Use custom case assignment rules.
  B. Use a third-party app from AppExchange.

  ---

  To efficiently monitor social media platforms and convert relevant interactions into cases, leveraging a third- party application from the Salesforce AppExchange is recommended. These applications are designed to integrate seamlessly with Salesforce and provide robust social media monitoring capabilities.

  From Salesforce's best practices:

  "With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer's inquiries by phone, email, and more."

  Salesforce Marketing Cloud Utilizing a third-party app ensures that UC can quickly implement a solution within the two-week timeframe, providing the necessary tools to monitor social media channels effectively and manage customer interactions through Salesforce.

• Question 179:

  UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?

  Choose 3 answers.

  A. Configure workflow rules for each data category
  B. Configure article types for each kind of content
  C. Define approval processes for each article type
  D. Define approval processes for each product
  E. Configure data category values for each product
  A. Configure workflow rules for each data category
  B. Configure article types for each kind of content
  E. Configure data category values for each product

• Question 180:

  In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

  A. Use Visualforce to create a wizard for each process
  B. Organize the fields on the page layout to match each process
  C. Use Visual Workflow to streamline the process
  D. Create a custom object for each step in the process
  B. Organize the fields on the page layout to match each process
  C. Use Visual Workflow to streamline the process