Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 231:

  The support team at Cloud Kicks would like to implement a messaging tool to provide deflection for common questions, gather customer experience feedback, and match feedback to service organizational goals. What should the Service Cloud Consultant recommend to meet the requirements?

  A. A contact support form for feedback and the Case Deflection component in Experience Cloud
  B. A conversation component with survey options and Recommended Articles in the console
  C. An enhanced Einstein Bot with Feedback Collection and Generative Knowledge Answers
  C. An enhanced Einstein Bot with Feedback Collection and Generative Knowledge Answers

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  The enhanced Einstein Bot (as of Salesforce Spring '24) supports Generative Knowledge Answers and Feedback Collection features. This allows Cloud Kicks to:

  Automatically deflect common questions by generating natural, contextually accurate responses from Knowledge Articles,

  Collect customer feedback directly during or after conversations, and Align insights with organizational service KPIs through analytics.

  This solution combines conversational automation with continuous improvement via feedback tracking- meeting all the outlined requirements.

  Option A (support form and case deflection) is static and lacks conversational automation or integrated feedback.

  Option B (conversation component and surveys) addresses engagement but not automated deflection using AI- driven responses.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Einstein Bots: Generative Knowledge Answers and Feedback Enhancements. Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

• Question 232:

  UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

  1.

  Support attachments up to 20MB per inquiry

  2.

  Over 10,000 inquiries per day

  Which solution should a consultant recommend to meet these requirements?

  A. Email-to-Case
  B. Web-to-Case
  C. On-Demand Email-to-Case
  D. Customer Chatter groups
  A. Email-to-Case

• Question 233:

  Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

  What feature should a consultant configure to meet this requirement?

  A. Push Notifications
  B. Case Feed
  C. Omni-channel Supervisor
  D. Next Best Actions
  C. Omni-channel Supervisor

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  To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

• Question 234:

  What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

  A. The report must be used on a Dashboard.
  B. The report must have a standard Report Type.
  C. The report must contain a chart.
  C. The report must contain a chart.

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  When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.

• Question 235:

  Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

  Which two actions will improve the performance of the list views? Choose 2 answers

  A. Restrict visibility of the views
  B. Reduce the number of fields displayed
  C. Filter the views by case owner
  D. Remove filter criteria from the views
  B. Reduce the number of fields displayed
  C. Filter the views by case owner

• Question 236:

  A Service Cloud Consultant is working with a telecommunications client. The client aims to improve first- contact resolution by 30% through implementing new case automation and Agentforce Service Agent. The client expects the changes to enhance customer satisfaction but is concerned about adoption and system complexity.

  What should the consultant do first to help manage concerns and align expectations?

  A. Develop a detailed Agentforce Service Agent configuration plan with automated case routing rules and escalation paths, then validate technical requirements with the IT team.
  B. Conduct a risk register focusing on technical challenges, user adoption barriers, and impact on existing workflows while engaging key stakeholders early.
  C. Recommend postponing the project until all technical requirements are finalized, then create a comprehensive change management strategy for user adoption.
  B. Conduct a risk register focusing on technical challenges, user adoption barriers, and impact on existing workflows while engaging key stakeholders early.

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  The Service Cloud Consultant Exam Guide ?Implementation Strategies Domain emphasizes the importance of stakeholder alignment, risk assessment, and change readiness before technical design begins. Conducting a risk register and stakeholder engagement early helps identify and mitigate potential issues related to user adoption, workflow disruption, and technical complexity.

  By performing this assessment first, the consultant ensures that business goals such as improving first-contact resolution and customer satisfaction are realistically aligned with change management plans and adoption strategies. This proactive approach also supports iterative planning consistent with Salesforce's Agile and customer-centric implementation methodology .

  Option A focuses on solution design too early, without addressing stakeholder concerns. Option C delays progress unnecessarily and contradicts Salesforce's iterative best practice of progressing with parallel risk and readiness assessments.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Implementation Strategies Domain (risk identification, stakeholder engagement, change readiness).

  Salesforce Project Delivery Framework (Agile) ?Planning phase guidance on stakeholder collaboration and early risk management.

  Salesforce Help: "Manage Project Risk and Change in Salesforce Implementations".

• Question 237:

  How is the hash mark (e.g., #salesforce) used in chatter?

  A. Ties the Chatter message to a topic
  B. Indicates a clickable URL hyperlink
  C. Indicates the name of a group in which to place the Chatter message
  D. Links the Chatter message to Twitter
  A. Ties the Chatter message to a topic

• Question 238:

  The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

  A. Create a case queue for all created or updated cases.
  B. Create a case report that displays all created or updated cases.
  C. Create an email alert notification for Case Teams.
  D. Create a case list view that is filtered by My Case Teams.
  A. Create a case queue for all created or updated cases.
  C. Create an email alert notification for Case Teams.

• Question 239:

  A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

  Which three measures satisfy this requirement? Choose 3 answers

  A. customer satisfaction Survey
  B. Customer Purchase History
  C. Customer Support Requests
  D. Net promoter Score
  E. Service Level Agreement
  A. customer satisfaction Survey
  B. Customer Purchase History
  D. Net promoter Score

• Question 240:

  Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

  A. Community
  B. Web -to -Case
  C. Live Agent
  D. Chatter Questions
  A. Community
  D. Chatter Questions