Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 481:

  How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  A. Omni-Channel Utility Component
  B. Cases report sorted by Rep and Case Owner
  C. Cases report sorted by Rep and Case CreatedDate
  D. Omni-Channel Supervisor tab
  D. Omni-Channel Supervisor tab

• Question 482:

  The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.

  How can a consultant automate the use of suggested articles to accomplish this goal?

  A. An email to case inquiry
  B. On-demand email to case
  C. While holding for a support agent
  D. Web-to-case question
  A. An email to case inquiry

• Question 483:

  The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented:

  1.

  Billing support team: New, Under Review, In Progress, Blocked, Closed

  2.

  Product development team: New, Under Review, In Progress, Closed

  How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?

  A. Create a Path widget to visualize each team's lifecycle.
  B. Use dynamic forms to hide unnecessary options for each team's lifecycle.
  C. Use Support Processes for each team's lifecycle.
  C. Use Support Processes for each team's lifecycle.

  ---

  Support Processes in Salesforce are specifically designed to manage variations in the Case Status field based on business needs. They allow each team to work with a status picklist tailored to their specific lifecycle.

  For Universal Containers:

  The billing support team's Support Process would include: New, Under Review, In Progress, Blocked, Closed.

  The product development team's Support Process would include: New, Under Review, In Progress, Closed.

  These Support Processes are tied to different Record Types. Each team is assigned the appropriate Record Type, ensuring that only the relevant statuses are shown to the respective users. This approach maintains clarity, reduces error, and aligns workflows with operational requirements.

  References:

  https://help.salesforce.com/s/articleView?id=sf.fsc_flows_admin_create_support_process.htmandlanguage=en_USandtype=5 https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements/create-support- processes-cases

• Question 484:

  In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

  What should a Consultant recommend to support this exercise?

  A. Allow the exercise to be done in a Production instance
  B. Use a Full copy sandbox for the DR exercise
  C. Use a Partial sandbox for the DR exercise
  D. Use a Developer Pro sandbox for the DR exercise
  B. Use a Full copy sandbox for the DR exercise

• Question 485:

  At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

  A. Build a repository of Knowledge articles related to integration and share it with the customer.
  B. Enable Chatter case feed and add product development team members to the case team.
  C. Create a related child case and assign the child case to the product development team.
  D. Create a private Chatter group with customers and invite key individuals to join the group.
  D. Create a private Chatter group with customers and invite key individuals to join the group.

• Question 486:

  Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

  A. Add the Knowledge object to global search objects.
  B. Add the Knowledge component on the case Lightning record page.
  C. Add the Knowledge related list to the case page layout.
  B. Add the Knowledge component on the case Lightning record page.

  ---

  To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.

• Question 487:

  Universal containers wants to provide its 20 million customers with a portal where they can:

  1.

  Submit inquiries,

  2.

  Monitor the status of those inquiries,

  3.

  View their contact information.

  To meet these requirements, which type of portal license would be most appropriate for the customers?

  A. Customer Community
  B. Partner Community
  C. Employee Community
  D. Sites
  A. Customer Community

• Question 488:

  What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

  A. Configure Lightning Guided Engagement.
  B. Configure a Live Chat Validation Rule.
  C. Customize the Pre-chat form.
  D. Customize the Lightning Console chat page.
  C. Customize the Pre-chat form.

• Question 489:

  Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

  However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.

  Which Lightning Console feature should a consultant configure to support this need?

  A. Chat Supervisor tab and Whisper Messages
  B. Incident Management tab and Whisper Messages
  C. Omni-Channel Supervisor and Whisper Messages
  C. Omni-Channel Supervisor and Whisper Messages

  ---

  To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.

• Question 490:

  Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently. Which method should the consultant recommend to provide automated self-service on an ecommerce site?

  A. Configure a Visual Remote Assistant.
  B. Create an Einstein Bot.
  C. Build a Screen Flow.
  B. Create an Einstein Bot.

  ---

  To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real- time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.