Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 11:

  Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

  What solution should a consultant recommend?

  A. Field Service Lightning
  B. Lightning Console
  C. Salesforce Mobile App
  D. Employee Community
  A. Field Service Lightning

• Question 12:

  The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

  Which two should the company do to address this situation? Choose 2 answers

  A. Measure and reward agents based on the number of new articles submitted for approval.
  B. Measure and reward agents based on the number of new articles approved for publication.
  C. Create a dashboard that includes articles submitted by agents and approved for publication.
  D. Require agents to check a box on the case when submitting a new suggested article.
  B. Measure and reward agents based on the number of new articles approved for publication.
  C. Create a dashboard that includes articles submitted by agents and approved for publication.

• Question 13:

  The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

  A. Enable Chatter for agent collaboration.
  B. Create auto response templates for emails.
  C. Enable Knowledge in a Service Cloud portal.
  D. Enable Ideas in a Service Cloud portal.
  B. Create auto response templates for emails.
  C. Enable Knowledge in a Service Cloud portal.

• Question 14:

  Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

  Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

  Choose 2 answers

  A. Remove Apex code references to the Article RecordType field.
  B. Configure the Visualforce page to use the Lightning Design System.
  C. Rename the Visualforce page to "Lightning Knowledge"
  D. Remove Apex code references to the ArticleType field.
  B. Configure the Visualforce page to use the Lightning Design System.
  C. Rename the Visualforce page to "Lightning Knowledge"

• Question 15:

  Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product. What is the recommended method to meet the requirement?

  A. Topics for objects
  B. Data Category groups
  C. Screen Flow
  B. Data Category groups

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  Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making it easier for users to find relevant information. This method enhances the searchability and user experience of the public knowledge base by categorizing articles in a way that aligns with the company's product lines.

• Question 16:

  The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

  A. Number of cases closed by self-service users.
  B. Average call handle time by team.
  C. Number of Knowledge articles created each month.
  D. Number of cases created using Communities by month.
  A. Number of cases closed by self-service users.
  D. Number of cases created using Communities by month.

• Question 17:

  Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?

  A. Waterfall
  B. Hybrid
  C. Agile
  C. Agile

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  Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.

• Question 18:

  Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well. How should the consultant display the data quickly?

  A. Create reports from Cases and display on a dashboard.
  B. Migrate the data to a data lake and request a dashboard.
  C. Use Einstein Analytics for Service Cloud,
  C. Use Einstein Analytics for Service Cloud,

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  For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.

• Question 19:

  Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

  A. Normalize database
  B. Perform data cleaning
  C. Enable data validation rules
  D. Develop data map
  B. Perform data cleaning
  D. Develop data map

• Question 20:

  A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.

  A. Omni-Channel Analytics detailing specific paths and routing types
  B. Service and Support Dashboards from AppExchange
  C. CTI analytics reports with wait times and handle times
  B. Service and Support Dashboards from AppExchange

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  Service and Support Dashboards from AppExchange are prebuilt analytics solutions designed by Salesforce to provide executives with key insights into service operations-such as case volume, backlog, response time, and customer satisfaction metrics. These dashboards are optimized for decision-making and align with standard Salesforce data models.

  Option A (Omni-Channel Analytics) focuses on routing and agent utilization, which are more operational metrics than executive-level KPIs.

  Option C (CTI reports) provide telephony insights but are too narrow for strategic management dashboards.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce AppExchange Listing: "Service and Support Dashboards."

  Salesforce Help: "Use Prebuilt Dashboards for Service Cloud Insights."