Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 401:

  Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases. Which tool should the consultant use to meet the requirements?

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

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  Web-to-Caseis a Salesforce feature that enables organizations to gather customer support requests directly from their company's website and automatically generate new cases. To minimize invalid case submissions, Web-to-Case forms can include validation rules and reCAPTCHA verification.

  From Salesforce Help:

  "Gather customer support requests directly from your company's website and automatically generate new cases with Web-to-Case."

  -Turn On and Customize Web-to-Case

  Implementing Web-to-Case with appropriate validation measures ensures that only valid and complete cases are submitted, enhancing the efficiency of the support process.

• Question 402:

  Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?

  A. Milestones
  B. Service Contracts
  C. Maintenance Plans
  B. Service Contracts

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  To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.

• Question 403:

  A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

  A. Record Types
  B. Support Processes
  C. Approval Processes
  D. Support Types
  A. Record Types
  B. Support Processes

• Question 404:

  When a Self Service Portal User adds a Case Comment the following actions take place:

  A. An email is automatically sent to the case owner
  B. A Workflow rules is activated
  C. An Assignment Rule is Activated
  D. None of the above
  A. An email is automatically sent to the case owner

• Question 405:

  Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

  A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  B. Developers can embed API calls and processes on web pages to automate call handling processes.
  C. Developers can integrate with any telephony platform available with little to no need for customization.
  D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
  A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  B. Developers can embed API calls and processes on web pages to automate call handling processes.

• Question 406:

  Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

  What is the recommended method to meet the requirement?

  A. Article Translation
  B. Data Category Groups
  C. Chatter Answers
  D. Data Category Visibility
  B. Data Category Groups

• Question 407:

  Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.

  What is the recommended method to meet the requirements?

  A. Lookup Filter
  B. Auto-Add Milestones
  C. Cross-Object Formula
  D. Approval Process
  A. Lookup Filter

• Question 408:

  Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

  A. Enable service contracts and entitlements.
  B. Implement Salesforce Console for Service to support agents.
  C. Leverage Live Agent for web-based chat.
  D. Implement Salesforce Knowledge on a portal.
  C. Leverage Live Agent for web-based chat.
  D. Implement Salesforce Knowledge on a portal.

• Question 409:

  Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

  A. Flow with notifications
  B. Reports and dashboards
  C. Approval process
  C. Approval process

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  To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

• Question 410:

  Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?

  A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
  B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
  C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
  A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.

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  In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.