Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 181:

  Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology. Which benefit can be expected?

  A. Reduced post-interaction time
  B. Reduced first contact resolution time
  C. Reduced issue resolution time
  C. Reduced issue resolution time

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  Implementing Knowledge-Centered Support (KCS) at Universal Containers is expected to reduce issue resolution time.

  KCS is a methodology that integrates knowledge creation and reuse into the support process. By capturing and structuring knowledge during the problem-solving process, support agents can quickly access relevant information, leading to faster issue resolution.

  Key benefits of KCS include:

  Improved resolution times: Support agents can resolve issues more quickly by accessing a well-maintained knowledge base.

  Increased first contact resolution: With immediate access to relevant information, agents are more likely to resolve issues during the first interaction.

  Enhanced self-service capabilities: Customers can find answers to common issues themselves, reducing the volume of support requests.

  By adopting KCS, Universal Containers can expect a significant reduction in issue resolution time, leading to improved customer satisfaction and operational efficiency. References: https://www.atlassian.com/itsm/knowledge-management/kcsAtlassian+1TeamDynamix+1 https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/040/035 https://helpjuice.com/blog/knowledge-centered-support

• Question 182:

  Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps. Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?

  A. Change the Sharing Settings for Knowledge from "Public Read Only" to "Private".
  B. Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute.
  C. Change the visibility settings for these articles to only "Visible In Internal App".
  C. Change the visibility settings for these articles to only "Visible In Internal App".

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  In Salesforce Knowledge, each article record includes visibility settings that determine where it can be accessed - for example, Internal App, Customer, Partner, or Public Knowledge Base.

  To restrict specific articles to internal users only, set their visibility to "Visible in Internal App". This ensures they appear only to logged-in internal users (e.g., support reps), while remaining hidden from external users such as customers or partners.

  Option A would make all Knowledge articles private, not just the confidential ones.

  Option B disables standard sharing, which would affect system-wide access and is not recommended.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Knowledge Management Domain.

  Salesforce Help: "Control Article Visibility and Access."

  Salesforce Knowledge Implementation Guide - Visibility and Access Configuration.

• Question 183:

  Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

  Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

  What is the recommended running user to meet the requirements?

  A. Dashboard viewer
  B. Team leaders
  C. VP of service
  A. Dashboard viewer

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  To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.

• Question 184:

  The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center. Which analytics solution should the consultant recommend?

  A. Case report grouped by Call Center
  B. Case History report grouped by Call Center
  C. Dynamic Dashboard grouped by Call Center
  C. Dynamic Dashboard grouped by Call Center

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  A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.

• Question 185:

  Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

  A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
  B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
  C. Deliver the entire project simultaneously so as to present UC with a completed solution.
  D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
  B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

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  For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.

• Question 186:

  A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

  1.

  10 million cases

  2.

  1 million accounts

  3.

  3 million contacts

  When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

  A. The Salesforce org may be slow during the data import
  B. Related lists on the case object may be slow to populate
  C. Salesforce reporting speed may be affected
  D. Result may be slow when searching for records
  C. Salesforce reporting speed may be affected
  D. Result may be slow when searching for records

• Question 187:

  Why would customer upgrade from self-service to customer portal (Choose 3)?

  A. Access to custom objects
  B. Branded site
  C. Simpler and easier to configure
  D. Better reporting
  A. Access to custom objects
  B. Branded site
  D. Better reporting

• Question 188:

  Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

  A. Activate Knowledge One within the Salesforce Console for Service.
  B. Create a Knowledge Visualforce component on the case detail page.
  C. Activate Knowledge One on the case detail page.
  D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
  A. Activate Knowledge One within the Salesforce Console for Service.

• Question 189:

  Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.

  Which approach should a Consultant implement?

  A. Lightning Component
  B. Contact Request flow
  C. Direct Messaging
  D. Case queues
  B. Contact Request flow

• Question 190:

  Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

  A. Optimize queries to reduce the scope of Cases included with each search.
  B. Create a data retention plan that archives or purges Cases at regular intervals.
  C. Ask contact center managers to review data each quarter to possibly delete.
  D. Write an Apex trigger that deletes one case each time a new case is created.
  A. Optimize queries to reduce the scope of Cases included with each search.
  B. Create a data retention plan that archives or purges Cases at regular intervals.