Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 291:

  Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

  A. Comment Search Component
  B. Comments List View
  C. Global Search
  D. Search Utility Component
  C. Global Search

• Question 292:

  Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

  A. Number of article votes
  B. Number of customer ratings
  C. Number of approved articles
  D. Number of archived articles
  A. Number of article votes

• Question 293:

  Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed. Following best practices, how should the admin configure Service Cloud to meet these requirements?

  A. Use the Actions and Recommendations component to launch flows.
  B. Create a Lightning record page for each record type.
  C. Define page layouts, record types, and support processes.
  A. Use the Actions and Recommendations component to launch flows.

  ---

  The Actions and Recommendations component is the Salesforce best practice for guiding support reps through issue-specific processes and ensuring Einstein Next Best Action is displayed contextually. It allows admins to embed screen flows or recommended actions directly within the Service Console, enabling reps to collect relevant information and follow standardized steps.

  This aligns with the Service Cloud Solution Design domain in the exam guide, which stresses designing intuitive and guided agent experiences.

  Option B would fragment the user experience across record pages, making training and navigation difficult.

  Option C is part of standard case setup but does not provide guided flows or actionable recommendations for new agents.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain. Salesforce Help: "Guide Agents with the Actions and Recommendations Component". Salesforce Spring '24 Release Notes ?Einstein Next Best Action Enhancements.

• Question 294:

  A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

  A. Document the gap in requirements and discuss the schedule and budget impact with the project team.
  B. Send a change order to the client to account for the additional budget requirements.
  C. Incorporate the additional requirements into the project scope and continue with the original project schedule.
  A. Document the gap in requirements and discuss the schedule and budget impact with the project team.

  ---

  When additional requirements are identified that may impact the project's scope, timeline, or budget, the first step is to document these gaps and discuss their implications with the project team. This collaborative approach ensures that all stakeholders are aware of the potential impacts and can make informed decisions on how to proceed.

  From Salesforce's best practices:

  "When additional requirements are discovered that will result in the project exceeding timeline and budget constraints, the first step is to document the gap in requirements and discuss the schedule and budget impact with the project team."

  -Salesforce Trailblazer Community

  This approach allows for a transparent assessment and facilitates the development of a plan to address the new requirements, which may include reprioritizing tasks, adjusting timelines, or negotiating additional resources.

• Question 295:

  Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support.

  Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  C. Set up analytical snapshots to capture key case information and create historical trending reports.
  D. Set up a Salesforce Customer Community that will allow customers to create cases online.
  A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  D. Set up a Salesforce Customer Community that will allow customers to create cases online.

• Question 296:

  What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

  A. Customize the lightning console that page.
  B. Configure a chat validation rule.
  C. Customize the pre-chat form.
  D. Configure lightning guided engagement.
  C. Customize the pre-chat form.

• Question 297:

  Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

  A. Create a custom related list on the case.
  B. Create a custom view on the Case tab.
  C. Create a custom Visualforce page.
  D. Create a custom report.
  C. Create a custom Visualforce page.

• Question 298:

  Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

  A. Einstein Bots
  B. Messaging for Web
  C. AppExchange package
  B. Messaging for Web

  ---

  To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.

• Question 299:

  You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

  A. Returns a link that returns a post with the same reference
  B. Tag another chatter user
  C. Deletes posts
  A. Returns a link that returns a post with the same reference

• Question 300:

  A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

  What should be recommended for reliable, real-time support to customers with these restrictions?

  A. Customer Community
  B. Field Service Lightning
  C. SOS Video Chat
  D. Salesforce Knowledge
  C. SOS Video Chat