Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 201:

  A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

  A. Follow the SMEs to receive automatic updates when they add case comments
  B. Bookmark all the comments related to the issue from SMEs
  C. Use hashtag (#) to track the customer case and SMEs comments
  D. @mention the SMEs on the case Chatter feed and follow the case
  D. @mention the SMEs on the case Chatter feed and follow the case

• Question 202:

  Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable `Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?

  A. Data Category Visibility of All Categories provides Public Read-Only access.
  B. Data Category Visibility of Custom overrides organization-wide default sharing access.
  C. Data Categories no longer control access to articles.
  C. Data Categories no longer control access to articles.

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  Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and permissions will govern article access, making it important to carefully configure these settings to maintain the desired level of access control and visibility based on the organization's requirements.

• Question 203:

  Support supervisors at Cloud Kicks want to view key performance indicators (KPIs) and see graphs and data about their Service Cloud Voice contact centers. How can they track call volume, average handle time, average speed to answer, and more metrics?

  A. Use the Service CRM Analytics app.
  B. Create a custom dashboard with reports on cases and service rep work.
  C. Install a Service Cloud Reports package from the AppExchange.
  A. Use the Service CRM Analytics app.

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  The Service CRM Analytics app (formerly Einstein Analytics for Service) provides out-of-the-box dashboards and KPIs for Service Cloud Voice, including:

  Call Volume

  Average Handle Time

  Average Speed to Answer

  Abandon Rate

  First Call Resolution

  This analytics app integrates directly with Service Cloud Voice data, providing supervisors and managers with deep insights and visualizations that go beyond standard report capabilities.

  Option B (custom dashboards) can display case data but not real-time Voice KPIs.

  Option C (AppExchange reports) may not integrate seamlessly with telephony metrics.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain.

  Salesforce Help: "Use Service CRM Analytics for Service Cloud Voice."

  Salesforce Spring '24 Release Notes ?Service CRM Analytics Enhancements for Voice.

• Question 204:

  Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours. Which approach should a consultant implement?

  A. Establish Case Assignment rules.
  B. Create a Flow with a scheduled path.
  C. Configure Case Escalation rules.
  C. Configure Case Escalation rules.

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  Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.

• Question 205:

  Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answers

  A. Lightning Process Builder
  B. Interaction Log
  C. Lightning Row for Service
  D. Path for Cases
  B. Interaction Log
  C. Lightning Row for Service

• Question 206:

  The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?

  A. Email-to-Case
  B. Chat with an agent
  C. Knowledge base
  C. Knowledge base

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  To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

• Question 207:

  Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching. What is the recommended feature to improve productivity?

  A. Keyboard shortcuts
  B. Quick text
  C. Custom macros
  A. Keyboard shortcuts

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  Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.

• Question 208:

  Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?

  A. Remove the phone number from the page layout.
  B. Use Dynamic Forms to hide the phone number.
  C. Set the Contact Do Not Call field value to True.
  C. Set the Contact Do Not Call field value to True.

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  To address customer complaints about receiving calls despite preferences for email or text communication, setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that Lightning Dialer respects communication preferences, preventing calls to customers who have opted out, thereby enhancing customer satisfaction and adherence to communication preferences.

• Question 209:

  Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

  How should the console be configured to satisfy this requirement?

  A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
  B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
  C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information.Assign record type based on case type
  D. Configure two consoles for agents: one for product related cases and for other cases.Allow agents to choose the console based on case type.
  C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information.Assign record type based on case type

• Question 210:

  Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

  Which method should the Consultant suggest?

  A. Omni-Channel routing
  B. Standard Email-to-Case
  C. Web-to-Case forms
  D. On-Demand Email-to-Case
  D. On-Demand Email-to-Case