Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 351:

  Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:

  1.

  Support attachments up to 30 MB per inquiry

  2.

  Over 10,000 inquiries per day

  What solution should a consultant recommend to meet these requirements?

  A. Emall-to-Case
  B. Customer Chatter groups
  C. Web-to-Case
  D. On-Demand Email-to-Case
  A. Emall-to-Case

• Question 352:

  Which two configuration steps are required before quick actions can be used in Macros?

  A. Global Actions needs on the publisher layout.
  B. Quick Actions must be enabled in the org.
  C. The specific quick action must be added to the case Feed.
  D. The specific quick action must be added to the case record Type.
  B. Quick Actions must be enabled in the org.
  C. The specific quick action must be added to the case Feed.

• Question 353:

  What approach should a consultant use to ensure that knowledge search only display articles for a service agents product specialization ?

  A. Create an article action for each record type;assign record types to service agents
  B. Create a page layout for each record type ;assign layouts to service agents
  C. Create a permission set for each record type ;assign permissions to service agents
  D. create a data category for each product assign data categories to service agents.
  D. create a data category for each product assign data categories to service agents.

• Question 354:

  Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

  A. Process Builder
  B. Lightning Knowledge
  C. Macros
  D. Visual Workflow
  A. Process Builder

• Question 355:

  Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases. Which option should the consultant recommend so experts can collaborate in real time?

  A. Add experts to an integrated Slack channel.
  B. Use Email-to-Case to send an email to experts so they can use email threads.
  C. Implement Skills-Based Routing to assign the case to experts.
  A. Add experts to an integrated Slack channel.

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  Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.

• Question 356:

  Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

  A. Create a folder for each product line and share them with public groups.
  B. Set the organization-wide default to Private and create sharing rules to share them with roles.
  C. Add a permission set for Read access to the appropriate product line.
  A. Create a folder for each product line and share them with public groups.

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  By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line's support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.

• Question 357:

  What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

  A. Number of cases escalated by agent
  B. Number of articles created by agent
  C. Number of articles attached to a case
  D. Number of solutions created by agent
  B. Number of articles created by agent
  C. Number of articles attached to a case

• Question 358:

  Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  1.

  Billing problems account for less than 5% of calls.

  2.

  Billing data is stored in an external system containing over 20 million records.

  3.

  Agents do not want to maintain separate login sessions for Salesforce and the billing system.

  Which two solutions should a consultant recommend? Choose 2 answers

  A. Use Lightning Connect to connect and access data in real-time from the billing system.
  B. Import payment data into Salesforce and add to the contact page layout as a related list.
  C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
  D. Create a custom tab of type URL that displays a search page from the billing system.
  C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
  D. Create a custom tab of type URL that displays a search page from the billing system.

• Question 359:

  Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

  Which feature should the consultant consider?

  A. Entitlements
  B. Omni-channel
  C. Case milestones
  D. Case escalation
  A. Entitlements

• Question 360:

  Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

  A. Grant managers the Manage Salesforce Knowledge permission.
  B. Create at least two different data categories.
  C. Create at least two different article types.
  D. Create at least two different approval processes.
  E. Grant managers the Manage Data Categories permission.
  A. Grant managers the Manage Salesforce Knowledge permission.
  C. Create at least two different article types.
  D. Create at least two different approval processes.