Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 21:

  Which metric influences customer satisfaction? Choose 2 answers

  A. After call work
  B. Cost per call
  C. First call resolution
  D. Call quality
  C. First call resolution
  D. Call quality

• Question 22:

  The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help service reps locate the relevant information more quickly. Which feature should the consultant recommend?

  A. Einstein Bots
  B. Einstein Reply Recommendations
  C. Einstein Article Recommendations
  C. Einstein Article Recommendations

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  Einstein Article Recommendations leverages machine learning to suggest the most relevant Knowledge Articles to agents within the Service Console, based on the context of the case. This significantly reduces time spent searching for information and improves case resolution efficiency .

  Option A (Einstein Bots) automates self-service, not internal agent assistance.

  Option B (Einstein Reply Recommendations) suggests quick message responses, not article content.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Knowledge Management Domain.

  Salesforce Help: "Set Up Einstein Article Recommendations."

  Salesforce Winter '23 Release Notes ?Einstein for Service Enhancements.

• Question 23:

  Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

  A service center uses multiple channels to support customers, including phone, Email-to- Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

  What is the recommended method to consistently capture new caller details?

  A. Use a global quick action to capture details.
  B. Use an auto-launched flow to capture details.
  C. Use a new customer Path on Contact to capture details.
  D. Use Open CTI with Pop to flow to capture details.
  B. Use an auto-launched flow to capture details.

• Question 24:

  The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

  A. Dynamic list updates
  B. Quick Text
  C. Multi -monitor support
  D. Keyboard Shortcuts
  E. Case hover
  A. Dynamic list updates
  C. Multi -monitor support
  D. Keyboard Shortcuts

• Question 25:

  A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

  A. Last modified date and frequent search terms
  B. Last modified date and number of recent article views
  C. Original creation date and average rating of articles
  D. Original creation date and total number of article views
  B. Last modified date and number of recent article views

• Question 26:

  Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?

  A. Allow agents to create and publish articles independently.
  B. Use the Search Activity Gaps dashboard component.
  C. Detach articles from cases to reset statistics.
  B. Use the Search Activity Gaps dashboard component.

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  To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.

• Question 27:

  Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

  A. An outbound message to a middleware platform to provide map details
  B. A mashup integration on the Account page to a third-party mapping service
  C. A Web Service call-out that retrieves map details from the backend system
  D. A custom tab of type URL that displays a map image of customer location
  B. A mashup integration on the Account page to a third-party mapping service

• Question 28:

  The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation. What measurement will reflect cost savings after the implementation?

  A. KPIs for CSAT
  B. Reduced license count
  C. Reduced service rep backlog
  C. Reduced service rep backlog

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  Reduced service rep backlog directly reflects operational efficiency and cost savings following a Service Cloud implementation. When automation, routing, and self-service capabilities reduce open case volume and agent handling time, the company can handle the same or greater workload with fewer resources- representing measurable cost savings.

  Option A (CSAT) measures customer satisfaction, not cost efficiency.

  Option B (license count) is a static expense metric and not a performance outcome of implementation.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce Help: "Measure ROI and Operational Cost Savings in Service Cloud."

  Salesforce Trailhead: "Measure Contact Center Efficiency with Backlog and Handle Time."

• Question 29:

  A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

  What should be the first step in configuration and customization?

  A. Create user profiles or permission sets
  B. Enable Chatter Messenger for the organization
  C. Enable Live Agent for the organization
  D. Create an iframe to display the chat window
  C. Enable Live Agent for the organization

• Question 30:

  Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

  1.

  Ability for visitors to search Knowledge articles without registering or logging in

  2.

  Ability for over one million registered customers to securely submit cases and view the status of those cases

  3.

  Ability to display white papers to registered customers

  4.

  Ability for registered customers to save favorite Knowledge articles for easy access later

  What should the consultant recommend as part of the solution?

  A. Implement Partner Communities with Knowledge.
  B. Implement Customer Communities with Content.
  C. Implement Employee Communities with Content.
  D. Implement Customer Communities with Knowledge.
  D. Implement Customer Communities with Knowledge.