Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 431:

  The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

  A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
  B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
  C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
  D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
  C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

• Question 432:

  Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?

  A. Assign a global team of experienced analysts to create a standard report template.
  B. Ask leadership, management, and agents in all regions to vote on the standard report template.
  C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
  A. Assign a global team of experienced analysts to create a standard report template.

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  For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

• Question 433:

  The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?

  A. Configure a self-service Knowledge Base.
  B. Configure Skills-Based Routing for service channels.
  C. Create auto-response templates for Case emails.
  A. Configure a self-service Knowledge Base.

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  To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.

• Question 434:

  Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  1.

  Billing data is stored in an external system containing over 20 million records.

  2.

  Only the finance department has direct access to the billing system. Which solution should a consultant recommend?

  A. Create a custom tab that displays a search page from the billing system.
  B. Integrate payment data into Salesforce from the billing system using custom objects.
  C. Configure Salesforce Connect and External Objects to the billing system.
  C. Configure Salesforce Connect and External Objects to the billing system.

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  To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing-related inquiries.

• Question 435:

  Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

  A. Visual Studio Code and change sets
  B. Mass Transfer Records, change sets, and Visual Studio Code
  C. Visual Workflow, data loader, and Force.com IDE
  D. Data loader, change sets, and Force.com Excel Connector
  A. Visual Studio Code and change sets

• Question 436:

  Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

  Which Knowledge dashboard should a consultant use?

  A. Most Revised Articles
  B. Most Linked Articles
  C. Top Articles sorted descending
  D. Search Activity Gaps
  B. Most Linked Articles

• Question 437:

  The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation?

  A. Measure and reward agents based on the number of new articles submitted for approval.
  B. Measure and reward agents based on the number of new articles approved for publication.
  C. Require agents to check a box on the case when submitting a new suggested article.
  B. Measure and reward agents based on the number of new articles approved for publication.

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  To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.

• Question 438:

  Universal Container wants to measure the efficient of its Contact Center.

  Which three metrics should the contact center manager analyze?

  A. Number of Closed cases on first call
  B. Average Number of days to close cases
  C. Number of open cases per day
  D. Number of cases escalated
  E. Number of new customers added
  B. Average Number of days to close cases
  C. Number of open cases per day
  D. Number of cases escalated

• Question 439:

  Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

  A. Escalation rules
  B. Case teams
  C. Workflow rules
  D. Auto-response rules
  B. Case teams
  C. Workflow rules

• Question 440:

  Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

  A. Articles appearing in the Knowledge sidebar
  B. Products and assets associated to the case
  C. Knowledge articles attached to the case
  D. Contract details related to the entitlement
  C. Knowledge articles attached to the case