Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 211:

  What is the capability of case feed?

  A. Add custom visual force pages to the case feed page layout.
  B. Enable call control using the CTI case feed publisher.
  C. Embed case feed functionality within a visual force page.
  D. Switch from case feed to standard detail pages using a console component
  C. Embed case feed functionality within a visual force page.

• Question 212:

  Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

  A. Path for Cases
  B. Slack message
  C. Escalation Rules
  D. Case Comments
  A. Path for Cases

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  To provide Tier 2 agents with visibility into the progress made by Tier 1 agents,Path for Casesis the recommended feature. This visual tool guides agents through the stages of case resolution, displaying key fields and statuses.

  From the Salesforce documentation:

  "Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times."

  -Salesforce Service Cloud Consultant Guide

  Implementing Path for Cases ensures a seamless transition between support tiers, maintaining continuity in customer service and reducing the time needed for Tier 2 agents to get up to speed.

• Question 213:

  Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

  Which channel should a consultant recommend to meet these requirements?

  A. Email-to-case
  B. Social Customer Service
  C. Chat
  D. Web-to-case
  A. Email-to-case

• Question 214:

  Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

  A. Approval Process that assigns an Article to a Reviewer Queue.
  B. Knowledge Action to Publish an Article once the Article is approved.
  C. Validation Rules for article record types to verify all fields during creation.
  D. Data Category to assign an article record type to a Reviewer.
  A. Approval Process that assigns an Article to a Reviewer Queue.
  D. Data Category to assign an article record type to a Reviewer.

• Question 215:

  Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.

  The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.

  What should a consultant do to address the risk?

  A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
  B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
  C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
  C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

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  To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance. When implementing chatbots in healthcare or other regulated industries, compliance with standards like HIPAA is critical. Salesforce Einstein Bots are part of the Salesforce Platform, which supports compliance certifications including HIPAA, SOC 2, ISO 27001, and more. Salesforce Trust and Compliance documentation offers verified, detailed information on: Data encryption Audit trails Security and confidentiality of interactions HIPAA alignment for healthcare data This ensures the stakeholder receives clear, authoritative details that directly address risk. Option B is the only one that provides formal assurance tied to platform compliance capabilities. Reference: Salesforce Trust and Compliance Documentation - Einstein Bots Security and HIPAA Alignment

• Question 216:

  Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

  A. Open CTI
  B. Macros
  C. Local Presence
  D. Lightning Dialer
  D. Lightning Dialer

• Question 217:

  UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

  A. Use workflow rules to send an email to the customer
  B. Use escalation rules to assign the case to a case queue
  C. Use auto-response rules to send an email to the customer
  D. Use assignment rules to assign the case to a case queue
  A. Use workflow rules to send an email to the customer

• Question 218:

  What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

  A. It should be deployed with Experience Builder.
  B. It is incompatible with Einstein Bots.
  C. It should be routed via Omni-Channel,
  C. It should be routed via Omni-Channel,

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  When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.

• Question 219:

  Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

  A. Salesforce for Twitter
  B. Live Agent
  C. Salesforce Knowledge
  D. Open CTI
  C. Salesforce Knowledge

• Question 220:

  Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

  Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

  A. Configure the Case highlights panel
  B. Add a Visualforce page to the Case layout
  C. Create Salesforce Classic Quick Action
  D. Configure Case Feed page layouts
  D. Configure Case Feed page layouts