Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 411:

  Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

  A. Display articles in a public knowledge base.
  B. Display articles in Salesforce Answers.
  C. Display articles with HTML, images, and links.
  D. Publish articles to the Web using Salesforce Publisher.
  A. Display articles in a public knowledge base.
  C. Display articles with HTML, images, and links.

• Question 412:

  Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

  A. Web-to-Case
  B. Email-to-Case
  C. Salesforce for Outlook
  D. On-Demand Email-to-Case
  B. Email-to-Case

• Question 413:

  Universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultant recommend.

  A. Contracts and SLASs
  B. Chatter Answers
  C. Contacts
  D. Cases
  B. Chatter Answers
  C. Contacts

• Question 414:

  Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?

  Choose 2 answers

  A. Data Category to assign an Article Type to a Reviewer
  B. Validation Rules for Article Types to verify all fields during creation
  C. Knowledge Action to Publish an Article once the Article is approved
  D. Approval Process that assigns an Article to a Reviewer Queue
  A. Data Category to assign an Article Type to a Reviewer
  B. Validation Rules for Article Types to verify all fields during creation

• Question 415:

  Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

  A. Enable templates for written responses.
  B. Increase the number of agents.
  C. Improve the agent interface.
  D. Employ surveys to confirm customer satisfaction.
  A. Enable templates for written responses.
  D. Employ surveys to confirm customer satisfaction.

• Question 416:

  A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

  Which measure can satisfy this requirement?

  A. Customer Satisfaction
  B. Customer Engagement Score
  C. Net Promoter Score
  D. Service-Level Measure
  C. Net Promoter Score

• Question 417:

  A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend?

  A. Define data categories with custom visibility.
  B. Define article types with public sharing settings.
  C. Define topics for each knowledge article.
  D. Define a custom field to identify the subject.
  A. Define data categories with custom visibility.
  B. Define article types with public sharing settings.
  D. Define a custom field to identify the subject.

• Question 418:

  The lifecycle of a Knowledge article consists of five stages.

  In which order does an article proceed through these stages?

  A. Create, approve, publish, consume, feedback
  B. Create, feedback, publish, approve, consume
  C. Create, publish, feedback, approve, consume
  D. Create, consume, feedback, approve, publish
  A. Create, approve, publish, consume, feedback

• Question 419:

  Universal Containers' contact center manager needs to measure the following metrics:

  1.

  Agent productivity

  2.

  Customer satisfaction

  Which report should a consultant recommend? (Choose 2)

  A. Average handle time
  B. First contact resolution
  C. Average speed to answer
  D. Escalation rate
  A. Average handle time
  B. First contact resolution

• Question 420:

  Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

  A. Create a report that display the # of articles searched during the past 2 months
  B. Report displays # of articles associated to data categories during past 2 months
  C. Report that displays # of cases with articles attached during the past 2 months
  D. Report that displays # of new articles created during the past 2 months
  A. Create a report that display the # of articles searched during the past 2 months
  C. Report that displays # of cases with articles attached during the past 2 months