Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 191:

  Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

  A. Develop custom Knowledge reports and dashboards.
  B. Create a review board to evaluate and manage Knowledge articles.
  C. Install the Knowledge Base Dashboards and Reports AppExchange package.
  C. Install the Knowledge Base Dashboards and Reports AppExchange package.

  ---

  To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards and Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.

• Question 192:

  Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

  A. Number of open cases per day
  B. Number of new customers added
  C. Number of closed cases on first call
  D. Average number of days to close cases
  E. Number of cases escalated
  A. Number of open cases per day
  D. Average number of days to close cases
  E. Number of cases escalated

• Question 193:

  Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

  Which two actions should a Consultant recommend to address the lack of quality checking?

  Choose 2 answers

  A. Set up an intuitive Data Category hierarchy
  B. Restrict the Manage Articles user permission
  C. Enable and configure wildcards for article searches
  D. Require that an article be added when closing a case
  C. Enable and configure wildcards for article searches
  D. Require that an article be added when closing a case

• Question 194:

  Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?

  A. Have customers search the Knowledge base for solutions.
  B. Provide a toll-free customer support phone number.
  C. Create an Experience Cloud site for customers.
  C. Create an Experience Cloud site for customers.

  ---

  An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base, support resources, and community forums where customers can find answers, log cases, and interact with each other and the organization. This solution aligns with the goal of facilitating customer self-service and complements the existing CTI system, Knowledge base, and Einstein Chatbots.

• Question 195:

  Universal Containers has a well-defined support process for cases which includes the following statuses:

  1.

  New

  2.

  Assigned

  3.

  In Progress

  4.

  Waiting On Customer

  5.

  Closed

  The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.

  Which report type should the consultant consider when collecting data for the support manager?

  A. Case Lifecycle
  B. Cases with Milestones
  C. Case History
  C. Case History

  ---

  For analyzing the duration cases spend in each status, the "Case History" report type is most suitable. This report tracks all changes made to a case, including status updates, providing a detailed timeline of a case's progression. This data enables the support manager to identify bottlenecks or stages where cases are delayed, facilitating targeted improvements in the support process.

• Question 196:

  Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

  Which two feature should the consultant recommend as part of the deployment?

  A. Select two Twitter or Facebook accounts.
  B. Create and assign permission sets to give agents social account access.
  C. Retrieve Social Studio credentials.
  D. Enable the Moderation feature to automatically create cases from posts.
  A. Select two Twitter or Facebook accounts.
  B. Create and assign permission sets to give agents social account access.

• Question 197:

  Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,resolve, and close the case. Which Salesforce productivity feature should a consultant use to accomplish this requirement?

  A. Macros
  B. Quick action
  C. Flow
  A. Macros

  ---

  Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.

• Question 198:

  Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consultant recommend to meet these requirements?

  A. Email-to-Case
  B. Web-to-Case
  C. Slack Connect
  B. Web-to-Case

  ---

  To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.

• Question 199:

  Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views. Which Service Console productivity tool should a consultant recommend?

  A. Run a macro on each case.
  B. Use a mass Quick Action.
  C. Use a keyboard shortcut.
  B. Use a mass Quick Action.

  ---

  For managers at Cloud Kicks who need to update the Case Type field for multiple cases at once using list views, utilizing a mass Quick Action is the recommended Service Console productivitytool. Mass Quick Actions allow users to make updates to multiple records simultaneously from a list view, streamlining the process of updating case information and enhancing efficiency in case management workflows.

• Question 200:

  UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

  A. Number of outbound calls per day
  B. Number of closed cases
  C. Number of lead referrals
  D. Number of attempts to contact
  A. Number of outbound calls per day
  D. Number of attempts to contact