Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 331:

  Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

  A. Contacts
  B. Products
  C. Service contracts
  D. Case history
  A. Contacts
  C. Service contracts

• Question 332:

  Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.

  Which two features requires Service Cloud?

  A. Open multiple case records as tabs and sub tabs
  B. Unique page layouts for each Case Record Type
  C. Utility Bar
  D. Access to Knowledge Articles
  B. Unique page layouts for each Case Record Type
  D. Access to Knowledge Articles

• Question 333:

  Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?

  A. Omni-Channel routing
  B. Case escalation
  C. Swarming
  C. Swarming

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  For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised. Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.

• Question 334:

  Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases. Which action should a consultant recommend?

  A. Enable Case Merge.
  B. Set up duplicate rules on Case.
  C. Create an autolaunched Flow,
  A. Enable Case Merge.

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  To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

• Question 335:

  For which purpose should a contact center use visual workflow?

  A. To escalate a case to the support manager if it has been open for more than 72 hours.
  B. To automatically assign cases to a specific queue based on the customer support level.
  C. To assign follow-up tasks to an agent one week after a case is closed.
  D. To automate business processes for agents who troubleshoot customer support issues via phone.
  D. To automate business processes for agents who troubleshoot customer support issues via phone.

• Question 336:

  Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases. What should a consultant recommend to meet the requirements?

  A. Add the Account object to Recent Items utility.
  B. Include the History utility in the console app.
  C. Mention the case number in a Chatter group.
  C. Mention the case number in a Chatter group.

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  To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.

• Question 337:

  What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

  A. Recommend articles during a call for a support agent
  B. Suggest articles for a web-to-case question
  C. Suggest articles for an email-to-case question
  D. Recommend articles prior to a Live Agent session
  B. Suggest articles for a web-to-case question
  D. Recommend articles prior to a Live Agent session

• Question 338:

  Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

  A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
  B. An organization-wide default of Public Read/Write on the Case object.
  C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
  D. A sharing rule to ensure record access is granted based on criteria of the case.
  D. A sharing rule to ensure record access is granted based on criteria of the case.

• Question 339:

  Which solution can be used to improve call deflection?

  A. Knowledge base
  B. Community forum
  C. Assignment rules
  D. Web chat
  E. Case routing
  D. Web chat

• Question 340:

  Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

  A. Use the Most Available routing model.
  B. Use the agents' Presence Status.
  C. Use Most Cases Closed report.
  A. Use the Most Available routing model.

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  The Most Available routing model in Omni-Channel automatically assigns the next case to the agent with the most remaining capacity, ensuring fair and even workload distribution. It can be combined with skills- based routing so that only agents with the appropriate product specialization receive the case.

  Option B (Presence Status) only defines whether an agent is available but doesn't control assignment logic.

  Option C (report) is a performance tracking tool, not a routing mechanism.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Configure Routing Models in Omni-Channel."

  Salesforce Winter '23 Release Notes ?Skills-Based Routing Enhancements.