Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 361:

  Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

  A. Requirements traceability matrix
  B. Solution design document
  C. Project milestones
  D. Project kickoff presentation
  C. Project milestones
  D. Project kickoff presentation

• Question 362:

  Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

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

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  To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.

• Question 363:

  Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

  A. Assignment rules
  B. Validation rules
  C. Workflow rules
  D. Auto-response rules
  C. Workflow rules

• Question 364:

  Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics. Which key performance indicator (KPI) should the consultant report on to meet the requirement?

  A. First call resolution and cases per hour
  B. After call work time and customer effort score
  C. Abandon rate and average speed to answer
  C. Abandon rate and average speed to answer

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  In Service Cloud Voice , key KPIs that reflect the impact of call surges are:

  Abandon Rate ?percentage of customers who hang up before speaking with an agent, which rises during high-volume spikes.

  Average Speed to Answer (ASA) ?measures how quickly calls are answered, directly reflecting queue performance and staffing adequacy.

  These two metrics provide real-time visibility into how surges affect service performance.

  Option A measures productivity and resolution but not surge impact.

  Option B focuses on post-call metrics, not capacity response.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain (KPI selection and operational reporting).

  Salesforce Help: "Service Cloud Voice Metrics and Best Practices".

  Salesforce Spring '24 Release Notes ?Service Cloud Voice Analytics Enhancements.

• Question 365:

  Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer. Which feature should the consultant suggest?

  A. Web-to-Case
  B. On-Demand Email-to-Case
  C. Email-to-Case
  A. Web-to-Case

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  For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

• Question 366:

  A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

  Which reporting solution should be recommended?

  A. Create a report using the case historical trending report type.
  B. Create a report using the case snapshot report type.
  C. Create a report using the case age report type.
  D. Create a report using the case lifecycle report type.
  B. Create a report using the case snapshot report type.

• Question 367:

  A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

  Which approach should be used for the data migration?

  A. Prepare, Plan, Test, Execute, Validate
  B. Plan, Prepare, Test, Execute, Validate
  C. Prepare, Plan, Validate, Execute, Test
  D. Plan, Prepare, Validate, Execute, Test
  D. Plan, Prepare, Validate, Execute, Test

• Question 368:

  Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

  Which two features should a consultant recommend to provide this functionality?

  Choose 2 answers

  A. Salesforce Connect
  B. Custom Objects
  C. Middle-tier integration
  D. External Objects
  A. Salesforce Connect
  D. External Objects

• Question 369:

  Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers

  A. Visual Workflow
  B. Lightning Guided Engagement
  C. Quick Text
  D. Macros
  C. Quick Text
  D. Macros

• Question 370:

  Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

  What Lightning Console feature should a Consultant configure to support this need?

  A. Configure Omni-Channel Supervisor tab and 3rd party access.
  B. Configure Live Agent Supervisor tab and Whisper Messages.
  C. Add the Live Agent Component to the Utility bar.
  D. Configure the SOS snap-in for the Lightning Service Console.
  B. Configure Live Agent Supervisor tab and Whisper Messages.