Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 371:

  Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements?

  A. Omni Channel with Queue-Based Routing
  B. Omni-Channel with Capacity-Based Routing
  C. Omni-Channel with Einstein Case Routing
  C. Omni-Channel with Einstein Case Routing

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  To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

• Question 372:

  A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

  A. Document and share the practices of Agent A with the team via knowledge articles
  B. Lower the target for entire team to that of Agent A
  C. Review case history and activities for Agents B and C
  D. Build a dashboard to display individual performance by agent versus the team goal
  E. Update case assignment rules to route more cases to Agent A
  A. Document and share the practices of Agent A with the team via knowledge articles
  C. Review case history and activities for Agents B and C
  D. Build a dashboard to display individual performance by agent versus the team goal

• Question 373:

  Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

  A. Omni-Channel Analytics
  B. Omni-Channel Utility component
  C. Omni-Channel Supervisor tab
  C. Omni-Channel Supervisor tab

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  The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.

• Question 374:

  Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

  A. Focus on scalability for handling high inquiry volume.
  B. Work on integrating with social media platforms.
  C. Emphasize continuous monitoring of chat.
  A. Focus on scalability for handling high inquiry volume.

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  When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.

• Question 375:

  A contact center manager is looking for ways to overall cost per case.

  What Salesforce metrics should the contact center manager evaluate? (Choose 2)

  A. Average number of activities per case
  B. Average number of articles attached to a case
  C. Total number of cases by origin
  D. Average customer satisfaction score by case
  A. Average number of activities per case
  B. Average number of articles attached to a case

• Question 376:

  Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  A. Communities
  B. Chatter Questions
  C. Public Knowledge
  D. Field Service
  E. Macros
  A. Communities
  B. Chatter Questions
  C. Public Knowledge

• Question 377:

  Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below:

  1.

  Agent users in Canada can only view articles pertaining to Canadian products

  2.

  Agent users in the US can only view articles pertaining to US-based products. How should article visibility be configured to enforce the compliance rules?

  A. Create geography-based roles to restrict access using data categories
  B. Create geography-based profiles to restrict access by mapping article types
  C. Create geography-based profiles to restrict access using data categories
  D. Create geography-based roles to restrict access by mapping article types
  A. Create geography-based roles to restrict access using data categories

• Question 378:

  Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption?

  A. Reduced administrative overhead
  B. Reduced need for self-service
  C. Reduced issue resolution time
  C. Reduced issue resolution time

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  Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.

• Question 379:

  Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

  What feature should a consultant recommend to meet this requirement?

  A. Web-to-Case
  B. Embedded Chat Service
  C. Customer Community
  D. Case Assignment Rules
  B. Embedded Chat Service

• Question 380:

  Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

  A. Enable article customization for open cases.
  B. Enable agents to create their own personal articles.
  C. Enable suggested articles on new cases.
  D. Enable article submission during case close.
  E. Create an email template to send articles as PDF attachments.
  C. Enable suggested articles on new cases.
  D. Enable article submission during case close.
  E. Create an email template to send articles as PDF attachments.