Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 221:

  Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the consultant recommend to an agent who wants to launch a Slack Swarm?

  A. Escalation rules
  B. Apex trigger
  C. Quick Action
  C. Quick Action

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  For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.

• Question 222:

  Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems. Following best practices, which development and deployment path should a consultant recommend?

  A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
  B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
  C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.
  C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

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  Following best practices for developing a new Case Management solution that includes third-party integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows for isolated environments to develop, test, and validate features before deployment to production, minimizing risks and ensuring that new functionalities meet user requirements and work as expected in an integrated ecosystem.

• Question 223:

  Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

  What is the best solution?

  A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
  B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
  C. Create case page layouts for each interaction channel and assign them to different agent profiles.
  D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
  B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

• Question 224:

  A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud. What should a Service Cloud Consultant recommend exploring?

  A. An AppExchange package for Incident Management and a package for Jira Connection
  B. A connected application with the Jira Integration settings for Customer Service Incident Management
  C. Salesforce Customer Service Incident Management with Jira through MuleSoft Composer
  C. Salesforce Customer Service Incident Management with Jira through MuleSoft Composer

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  Salesforce introduced Customer Service Incident Management (CSIM) to enable enterprise-scale incident tracking and resolution across business units. When integrated with Jira , development and service teams can collaborate seamlessly on shared incidents, automatically syncing case updates, status changes, and resolution notes.

  The Winter '23 and Spring '24 Release Notes specify that Salesforce supports Customer Service Incident Management with Jira integration through MuleSoft Composer , which allows low-code connectivity between Service Cloud and Jira without custom code.

  This approach ensures data consistency, scalability, and real-time synchronization across systems.

  Option A adds unnecessary packages and complexity, while Option B does not reflect the supported integration pattern for CSIM.

  Referenced Salesforce Materials:

  Salesforce Winter '23 Release Notes - Service Cloud: Customer Service Incident Management (Jira integration using MuleSoft Composer).

  Service Cloud Consultant Exam Guide - Integration and Data Management Domain.

  Salesforce Help: "Integrate Jira with Salesforce Customer Service Incident Management via MuleSoft Composer".

• Question 225:

  A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp. What should the consultant recommend to handle the new cases?

  A. Implement Case Swarming.
  B. Implement Einstein Bots.
  C. Implement Skills-Based Routing.
  B. Implement Einstein Bots.

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  For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

• Question 226:

  Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?

  A. Einstein Bots
  B. OmniStudio
  C. Messaging
  C. Messaging

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  To enable customers to send messages via their preferred mobile app to agents in the Service Console, the "Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement.

• Question 227:

  To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

  How should a consultant configure this requirement?

  A. Add the Knowledge related list to the Case record page.
  B. Add the Knowledge tab to the Service Console.
  C. Add Knowledge Data Categories to each Case.
  D. Add the Knowledge Component to the Case record page.
  D. Add the Knowledge Component to the Case record page.

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  To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.

• Question 228:

  Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

  A. Configure Assignment Rules based on Case Priority.
  B. Add the Entitlements related list to the Account Page Layout.
  C. Create a Report of all active Entitlements grouped by Customers.
  D. Configure Success, Warning, and Violation Actions for Milestones.
  A. Configure Assignment Rules based on Case Priority.
  B. Add the Entitlements related list to the Account Page Layout.

• Question 229:

  A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

  Which action should be taken to reduce the call volumes and escalations?

  A. Create Knowledge Articles and publish internally and publicly.
  B. Configure IVR routing to bypass Tier 1 for the product line.
  C. Configure Omni-channel to assign cases directly to Tier 2.
  D. Create a dashboard to track and manage call volumes by type.
  A. Create Knowledge Articles and publish internally and publicly.

• Question 230:

  A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?

  A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
  B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
  C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
  A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

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  Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.