Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 41:

  Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?

  A. Configure Omni-Channel Skills-based Routing.
  B. Configure Case Assignment rule and Omni-Channel Supervisor.
  C. Configure Omni-Channel Queue-Based Routing.
  A. Configure Omni-Channel Skills-based Routing.

  ---

  To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.

• Question 42:

  Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case. What should a consultant recommend to meet the requirements and help service agents?

  A. Enable lookup filters.
  B. Configure a Quick Action.
  C. Set OWD sharing to Private.
  A. Enable lookup filters.

  ---

  Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria, such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and improving the support process's efficiency.

• Question 43:

  The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.

  Which two solutions should a Consultant recommend? Choose 2 answers

  A. Knowledge Base
  B. Customer Community
  C. Automatic Call Distribution
  D. Service Cloud Console
  A. Knowledge Base
  B. Customer Community

• Question 44:

  Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

  Which method should the consultant suggest?

  A. On-Demand Email-to-case
  B. Standard email to case
  C. Web to case forms
  D. Omni channel routing
  A. On-Demand Email-to-case

• Question 45:

  Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

  A. Answers can be exposed to partner portal users
  B. External users can subscribe to Answers
  C. Escalate a question to a case
  D. Knowledge articles can be created from Answers
  E. Select best answers for questions.
  C. Escalate a question to a case
  D. Knowledge articles can be created from Answers
  E. Select best answers for questions.

• Question 46:

  If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  A. Enable Omni-Channel Case assignment
  B. Define separate Record Types for Tier 1 and Tier 2
  C. Implement Lightning Guided Engagement
  D. Configure a Visual Flow Troubleshooting Action
  C. Implement Lightning Guided Engagement

• Question 47:

  Milestones can be added to which three Object types? Choose 3 answers

  A. Entitlement
  B. Work Order
  C. Service
  D. Case
  E. Account
  A. Entitlement
  B. Work Order
  D. Case

• Question 48:

  Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.

  What should a consultant recommend to meet this requirement?

  A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
  B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
  C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
  D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
  A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

• Question 49:

  Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

  A. Custom indexes
  B. Tiered data strategy
  C. Record types
  D. Divisions
  E. Custom search
  A. Custom indexes
  B. Tiered data strategy
  D. Divisions

• Question 50:

  What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

  A. First contact resolution rate
  B. Number of total cases handled
  C. Total number of solutions created by agent
  D. Average number of knowledge articles published
  A. First contact resolution rate
  B. Number of total cases handled