Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 391:

  Universal Containers wants to migrate articles from its in-house database as part of a new Lightning Knowledge implementation. Which factor should a consultant consider as part of the migration strategy?

  A. Use a .csv file to migrate all article types at once.
  B. Ensure that each existing article type has a matching article record type.
  C. Convert any articles containing HTML into plain text before importing.
  B. Ensure that each existing article type has a matching article record type.

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  In Lightning Knowledge, each migrated legacy article type must map to a corresponding record type in Salesforce Knowledge. Record types define article layout, permissions, and categorization-essential for maintaining data integrity and content structure after migration.

  Option A is incorrect because article data is typically migrated in stages, not all at once, to ensure mapping accuracy.

  Option C is incorrect because HTML content is supported in Knowledge; converting it to plain text would remove formatting and valuable content structure.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Knowledge Management Domain.

  Salesforce Help: "Migrate to Lightning Knowledge Using Record Types."

  Salesforce Knowledge Implementation Guide ?Article Migration Best Practices.

• Question 392:

  Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?

  A. Assign the app to the User profile.
  B. Assign a permission set granting the Service User license.
  C. Assign the Service User license to their User record.
  A. Assign the app to the User profile.

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  Assigning the Service Console application to the User profile ensures that users within specific profiles have access to the appropriate console based on their role and responsibilities. This configuration allows for a customized experience, ensuring that technical support and general customer service teams have access to the tools and information relevant to their unique workflows.

• Question 393:

  Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations have available capacity. Managers would like the ability to respond to these situations. What should a consultant recommend as a solution?

  A. Use Omni-Channel Skills-Based Routing to expedite case resolution.
  B. Configure an Overflow Assignee in Omni-Channel Routing.
  C. Use Omni Supervisor to change reps' queues.
  C. Use Omni Supervisor to change reps' queues.

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  Omni-Supervisor allows service managers to monitor agent workload, queue utilization, and routing capacity in real time . Using Omni-Supervisor, managers can manually reassign work, adjust queue capacity, or redirect cases to other agents or queues when one location is over capacity.

  This aligns with the Interaction Channels domain of the Service Cloud Consultant Guide, which highlights Omni-Supervisor as the recommended tool for real-time load balancing and operational adjustments.

  Option A (Skills-Based Routing) improves matching efficiency but doesn't allow dynamic response to live capacity issues.

  Option B (Overflow Assignee) routes unassigned cases to a single fallback user, not a scalable solution for multi-location capacity management.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain (Omni-Channel and Supervisor capabilities).

  Salesforce Help: "Monitor and Manage Agents with Omni-Supervisor".

  Salesforce Winter '23 Release Notes ?Omni-Channel Enhancements (real-time monitoring and manual reassignment).

• Question 394:

  Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions. What should the consultant do before creating an implementation plan?

  A. Review Service Setup Assistant for Web-to-Case.
  B. Review guidelines and limits for Web-to-Case.
  C. Review Einstein Conversation Mining for Web-to-Case.
  B. Review guidelines and limits for Web-to-Case.

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  Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation alignswith Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.

• Question 395:

  Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

  Which recommendation should the Consultant make in anticipation of higher call volume?

  A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
  B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
  C. Set up IVR with an automated response for customers affected by the recall to defect calls.
  D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
  C. Set up IVR with an automated response for customers affected by the recall to defect calls.

• Question 396:

  How should a consultant configure a report that shows the average number of days that Cases stay open?

  A. Create a formula field on Case to calculate the average age.
  B. Create a report snapshot of the number of open Cases each day.
  C. Use the standard Case age field on the resort.
  A. Create a formula field on Case to calculate the average age.

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  To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.

• Question 397:

  Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: ?Customer order history ?Level of contracted support ?List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

  A. An enterprise resource planning system
  B. A knowledge management system
  C. A workforce management system
  D. A third -party mobile application platform
  A. An enterprise resource planning system

• Question 398:

  Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below:

  1.

  2.000 agents are implemented globally 24/7 operations

  2.

  Open case data will be migrated from a legacy system

  3.

  New cases will be created in one system only

  Which deployment method should be recomended?

  A. Migrate case data and deploy to all users at office
  B. Migrate agents to Force.com Connect Offline during deployment
  C. Deploy in phases using countries as pilots
  D. Deploy based on the number of trainers available
  C. Deploy in phases using countries as pilots

• Question 399:

  Using Import Wizard, how many Asset records can you import at a time?

  A. 1000
  B. 5000
  C. 50,000
  D. 100,000
  E. You cannot import Assets via Import Wizard
  E. You cannot import Assets via Import Wizard

• Question 400:

  A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

  A. Use auto response rule to send an email
  B. Use escalation rule to send an email
  C. Supervisors to investigate those cases
  D. Identify those cases and assign to the closure team
  C. Supervisors to investigate those cases
  D. Identify those cases and assign to the closure team