Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 271:

  The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

  A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
  B. Create a central "Contact Us" page which provides access to all available channels.
  C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  D. Optimize the customer community for mobile devices to have access to the same support as desktops.
  E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  B. Create a central "Contact Us" page which provides access to all available channels.
  C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  D. Optimize the customer community for mobile devices to have access to the same support as desktops.

• Question 272:

  Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.

  How can a consultant migrate the file attachments?

  A. Use the files related list on each article to add files to your articles.
  B. Post the files to the chatter feed on each article.
  C. Upload the files as documents, then relate them to the migrated articles.
  D. Use the lightning knowledge migration tool and choose "include files".
  C. Upload the files as documents, then relate them to the migrated articles.

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  When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.

• Question 273:

  Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?

  A. Incident Management
  B. Workforce Engagement
  C. Field Service Management
  A. Incident Management

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  Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.

• Question 274:

  A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  A. Number of calls offered
  B. Agent utilization
  C. Quality monitoring score
  D. Schedule adherence
  B. Agent utilization
  D. Schedule adherence

• Question 275:

  What statement is true about the Salesforce Knowledge article lifecycle?

  A. Approval process CANNOT allow publishing of articles that have specific validation statuses
  B. Article permission sets allow agents to participate in the article publishing process
  C. Articles CANNOT be published until they are reviewed and validated by a qualified author
  D. Knowledge uses public groups as a way to assign users to specific tasks related to articles
  B. Article permission sets allow agents to participate in the article publishing process

• Question 276:

  The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement?

  A. Slack Connect
  B. Service GPT
  C. Einstein Bots
  C. Einstein Bots

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  Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.

• Question 277:

  A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

  A. End the messaging session with the customer.
  B. Mark the messaging session as customer Inactive.
  C. Leave the messaging session with the customer open.
  A. End the messaging session with the customer.

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  In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.

• Question 278:

  Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case. What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

  A. Activity analytics tab
  B. Case History related list
  C. Actions and Recommendations component
  C. Actions and Recommendations component

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  Comprehensive and DetailedFrom Exact Extract: The Actions and Recommendations component is designed to work with Einstein Next Best Action to guide service reps through suggested steps and monitor their status in real-time. This includes tracking when an action is: Started Paused Resumed Completed This component maintains state awareness and ensures continuity across agents in collaborative environments. It provides a user-friendly visual history that supports consistent service experiences and simplifies handoffs between reps. Reference: Salesforce Service Cloud - Einstein Next Best Action Implementation Guide - Actions and Recommendations Component

• Question 279:

  Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.

  Which two strategies should a consultant recommend?

  A. Dashboad folder sharing
  B. Org wide default for cases set to private
  C. Dynamic dashboards
  D. Case Object permissions set to create and read
  B. Org wide default for cases set to private
  C. Dynamic dashboards

• Question 280:

  Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

  A. Milestones
  B. Assets
  C. Service contracts
  D. Cases
  C. Service contracts