Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 321:

  When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

  A. Account tabs and Cases tab
  B. Case tabs with Account subtabs
  C. Account tab with Cases related list
  D. Account tabs with Case Subtabs
  C. Account tab with Cases related list

• Question 322:

  A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

  What should the Agent recommend to minimize costs?

  A. Assign a single agent to create the activities on all new onboarding cases.
  B. Provide a macro that will automatically create the activities when executed.
  C. Add an object-specific custom quick action to create new activities.
  D. Hire a certified developer to write an apex trigger that creates each new activity.
  B. Provide a macro that will automatically create the activities when executed.

• Question 323:

  Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement?

  A. Create sensitive data rules.
  B. Enable Assistance Flag Configuration setting.
  C. Create an IP blocking rule.
  C. Create an IP blocking rule.

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  To prevent customers who use abusive language from starting future chat sessions, creating an IP blocking rule is the recommended feature. This allows administrators to block specific IP addresses from accessing the chat service, effectively preventing abusive customers from initiating new sessions and maintaining a positive and safe environment for both customers and service agents.

• Question 324:

  After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue?

  A. Inform users that the only way to create articles is from the Knowledge component.
  B. Enable Read/Write/Create permissions for Knowledge articles.
  C. Add the Manage Salesforce Knowledge permission to the user's profile.
  C. Add the Manage Salesforce Knowledge permission to the user's profile.

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  To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.

• Question 325:

  Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

  A. Use a community template to set up their customer community.
  B. Enable web -to -case on their public website.
  C. Enable Live Agent in their community to chat with an agent.
  D. Add the Question action to Chatter in the community publisher.
  A. Use a community template to set up their customer community.
  D. Add the Question action to Chatter in the community publisher.

• Question 326:

  Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

  What should the consultant recommend to mitigation these concerns?

  A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
  B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
  C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
  D. Configure the new app in developer org and use an unmanaged package to deploy to production.
  D. Configure the new app in developer org and use an unmanaged package to deploy to production.

• Question 327:

  Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

  A. Remove formula fields from filter criteria.
  B. Remove unnecessary columns from the reports.
  C. Remove date boundaries from filter criteria.
  D. Remove dashboards based on long-running reports.
  A. Remove formula fields from filter criteria.

• Question 328:

  Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.

  What should a consultant recommend to address this problem?

  A. Configure Process Builder / Configure flow Builder
  B. Activate a Validation Rule
  C. Define Case Escalation Rules
  D. Create a Case Macro
  A. Configure Process Builder / Configure flow Builder

• Question 329:

  Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

  A. Create separate data category groups for each division and assign the category to a division profile.
  B. Create a sharing rule for each division to provide access using the role hierarchy.
  C. Create a sharing rule for each division to provide access based on criteria of the article.
  D. Create a single data category group for each division and provide access using the role hierarchy.
  D. Create a single data category group for each division and provide access using the role hierarchy.

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  Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant content. By creating a single data category group for each division and controlling access through the role hierarchy, each division will only see articles categorized under their specific group. This setup ensures compliance with the requirement that divisions access only their own articles, leveraging Salesforce's robust security and access control features.

• Question 330:

  A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

  A. Community
  B. Email to Case
  C. Web to Case
  D. On Demand Email to Case
  B. Email to Case