Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 341:

  Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

  A. Case volume by channel.
  B. Cases created by type.
  C. Open cases by reason.
  D. Average case stage duration.
  D. Average case stage duration.

• Question 342:

  Cloud Kicks provides support for their customers 24 hours a day. The Service Managers at Cloud Kicks would like to have a report that shows the average number of days cases stay open. The Service Cloud Consultant has created a report using the standard Age field, but this is not correctly showing the age for open cases. What should the consultant do to resolve this?

  A. Create a custom formula field to calculate the case age.
  B. Create a report snapshot of number of open cases per day.
  C. Enable Business Hours Age in Setup and add the field to the report.
  C. Enable Business Hours Age in Setup and add the field to the report.

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  The standard Case Age field calculates the difference between the case creation date and the current date in calendar days. This does not accurately reflect working hours , especially for 24/7 or business-hours-based support operations.

  Salesforce provides a Business Hours Age feature that calculates case duration based on defined business hours , taking into account working time, holidays, and time zones. Enabling Business Hours Age ensures that reports show a true representation of how long cases remain open under the organization's operational hours.

  Creating a custom formula (Option A) could produce inconsistent results due to time zone and holiday differences. A report snapshot (Option B) provides historical trends but doesn't dynamically calculate active case age.

  Referenced Salesforce Materials:

  Salesforce Service Cloud Consultant Exam Guide - Contact Center Analytics Domain (accurate reporting using business hours and age calculations).

  Salesforce Help: "Enable Case Age in Business Hours" (explains how to enable and report on Business Hours Age).

  Salesforce Winter '23 Release Notes - Service Cloud Enhancements (mentions improvements to business hours-based case tracking).

• Question 343:

  Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items. Which solution should a Service Cloud Consultant recommend?

  A. Use the Omni Supervisor Service Reps tab.
  B. Configure the Wallboard tab to display Work Performance metrics.
  C. Build custom report type with 'Agent Work' as the primary object.
  C. Build custom report type with 'Agent Work' as the primary object.

  ---

  The Agent Work object stores detailed data on agent interactions - including Active Time Handle Time , , Speed to Answer , and Decline Reasons - across multiple channels. Building a custom report type with Agent Work as the primary object enables historical and analytical reporting across Omni-Channel and Messaging.

  Option A (Omni Supervisor) provides real-time monitoring, not historical data.

  Option B (Wallboard) offers operational dashboards, not customizable analytics for historical insights.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain.

  Salesforce Help: "Report on Agent Work and Omni-Channel Performance."

  Salesforce Winter '23 Release Notes ?Agent Work Reporting Enhancements.

• Question 344:

  Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs). Which feature should a consultant use to meet this request?

  A. Service Contracts
  B. Salesforce Survey
  C. Entitlement process
  C. Entitlement process

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  To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

• Question 345:

  Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

  A. Customer view of case tab
  B. Custom Visual force page
  C. Custom report
  D. Custom related list
  B. Custom Visual force page

• Question 346:

  A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request. Which feature will help CK users archive and access the case information from an External Object?

  A. Salesforce Big Object
  B. Salesforce connect
  C. Salesforce Case History Object
  B. Salesforce connect

  ---

  Salesforce Big Objects are purpose-built to handle large volumes of data-ideal for archiving long-term historical records such as 5 years of case data. They store data natively within Salesforce while minimizing impact on standard object storage limits.

  Big Objects support custom definitions and can be queried using Async SOQL for efficient data retrieval. This is well-suited for scenarios where data is infrequently accessed but must remain available for auditing or customer service inquiries. Unlike Salesforce Connect, which displays external data, Big Objects retain the data within Salesforce, which is key for compliance and availability needs.

  References: https://developer.salesforce.com/docs/atlas.en-us.bigobjects.meta/bigobjects/big_object.htm https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/big_objects_guide.pdf

• Question 347:

  The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally. What should the consultant recommend?

  A. Enable and configure Swarming in Slack.
  B. Create a case team workspace in Slack.
  C. Configure a case notification Slackbot.
  B. Create a case team workspace in Slack.

  ---

  Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.

• Question 348:

  Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement?

  A. Use Slack for Service for Case Swarming.
  B. Send Email Quick Action to loop in the stakeholders.
  C. Use child Cases to interact with the partner.
  A. Use Slack for Service for Case Swarming.

  ---

  For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes.

• Question 349:

  Which method can be used to route cases from social channels?

  A. use Twitter-to-case and add workflow rules to the case object.
  B. Enable Social Customer Service and add assignment rules to the case object.
  C. Enable Social Network Profile and add workflow rules to the contact object.
  D. Enable Social Network Profile and add assignment rules to the case object.
  B. Enable Social Customer Service and add assignment rules to the case object.

• Question 350:

  Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer.

  Which two features should the consultant suggest? Choose 2 answers

  A. Standard Email-to-case
  B. On-Demand Email-to-Case
  C. Apex Email Service
  D. Web-to-Case forms
  A. Standard Email-to-case
  B. On-Demand Email-to-Case