Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 281:

  The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

  Which solution will ensure each team sees only the relevant article type for their product?

  A. Create an article action for each record type and assign them to each team based on their product specialization
  B. Create a permission set for each record type and assign them to each team based on their product specialization
  C. Create a page layout for each article type and assign them to each team based on their product specialization
  D. Create a data category for each product and assign them to each team bases on their product specialization
  D. Create a data category for each product and assign them to each team bases on their product specialization

• Question 282:

  A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

  A. Service level agreement
  B. First call resolution
  C. Average handle time
  D. Customer satisfaction survey
  B. First call resolution
  D. Customer satisfaction survey

• Question 283:

  Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

  A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
  B. It is an intermediary between a telephony system and a Salesforce CRM call center user
  C. It utilizes the SoftPhone capability from within the Salesforce application
  D. It allows voicemails to be captured and stored as attachments on cases
  B. It is an intermediary between a telephony system and a Salesforce CRM call center user
  C. It utilizes the SoftPhone capability from within the Salesforce application

• Question 284:

  Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case. What should a consultant recommend to modify the Case Assignment rules?

  A. Implement Einstein Article Recommendations.
  B. Implement Skills-Based Routing.
  C. Implement Queue-Based Routing
  B. Implement Skills-Based Routing.

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  Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.

• Question 285:

  Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.

  Which type of Community license should be used to meet these requirements?

  A. Customer Community Plus
  B. Customer Community
  C. High Volume Customer Portal
  D. Lightning External Apps Starter
  A. Customer Community Plus

• Question 286:

  Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

  A. Omni Channel
  B. Process Builder Assignment
  C. Live Agent
  D. Case Assignment Rules
  A. Omni Channel

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  To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.

• Question 287:

  Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

  A. Path for Cases
  B. Escalation Rules
  C. Einstein Next Best Action
  A. Path for Cases

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  To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. 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.

• Question 288:

  Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

  A. The specific Quick Action must be added to the Case Feed.
  B. Global Actions need to be on the publisher layout.
  C. The specific Quick Action must be added to the Case record page.
  D. Quick Actions must be enabled in the org.
  A. The specific Quick Action must be added to the Case Feed.
  C. The specific Quick Action must be added to the Case record page.

• Question 289:

  Which three processes are uses case for Visual Workflow? Choose 3 answers

  A. Cross-sell promotions for agents
  B. Decision-based troubleshooting for agents
  C. Assignment of email to a case queue based on subject
  D. Caller verification and creation of a new case
  E. Field validation during case creation
  A. Cross-sell promotions for agents
  B. Decision-based troubleshooting for agents
  D. Caller verification and creation of a new case

• Question 290:

  A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages. Which steps did the consultant most likely miss in the configuration process?

  A. Editing the Omni-Channel Flow to route the conversation to the new AI agent.
  B. Configuring the standard Escalation Topic and actions in Agent Builder.
  C. Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site.
  C. Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site.

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  For Agentforce Service Agent to function in a Messaging or Experience Cloud channel , it must be explicitly assigned to the embedded messaging component . This links the deployed AI agent to the chat widget, ensuring that customer messages are routed correctly to the configured Service Agent.

  If this step is missed, the AI agent will not receive or respond to messages.

  Option A (editing the Omni-Channel Flow) controls routing for human agents, not the AI Service Agent.

  Option B (configuring topics) affects conversation logic but not message delivery or agent linkage.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes - Agentforce Service Agent Deployment Steps.

  Service Cloud Consultant Exam Guide - Interaction Channels Domain.

  Salesforce Help: "Assign an Agentforce Service Agent to Embedded Messaging."