Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 511:

  The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.

  What should a consultant recommend to address this problem?

  A. Limit Customers to 5 Cases per day.
  B. Provide a self-help Customer Community.
  C. Add more support phone lines.
  D. Ask sales reps to respond to support Cases.
  B. Provide a self-help Customer Community.

• Question 512:

  Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production. Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

  A. Data Import Wizard
  B. Data Loader
  C. Mass Transfer Records
  B. Data Loader

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  For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.

  When migrating data such as Service Resources, Skills, and Routing configurations from sandbox to production, Data Loader is the appropriate tool. Unlike the Mass Transfer tool or the Data Import Wizard, Data Loader supports all standard and custom objects, including complex relationships like those used in Field Service and Omni-Channel routing.

  The Data Import Wizard has limited object support and doesn't allow mapping of relationships such as those between skills and resources. Mass Transfer Records is not intended for configuration data migration.

  Salesforce recommends using Data Loader to export/import configuration objects like:

  ServiceResource

  Skill

  ServiceTerritoryMember

  SkillRequirement

  These objects are part of the skills-based routing setup and are well-supported in Data Loader operations.

  Salesforce Service Cloud Setup Guide - Skills-Based Routing Deployment Using Data Loader

• Question 513:

  The VP of Service at Universal Containers is looking for ways to reduce contact center costs.

  Which two metrics should the Consultant recommend?

  Choose 2 answers

  A. First Call Resolution
  B. Average Handle Time
  C. Service-Level Agreements
  D. Time to Answer
  A. First Call Resolution
  B. Average Handle Time

• Question 514:

  Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.

  After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.

  What is the recommended method to meet the requirements?

  A. Add "updated" to the name of the new article.
  B. Use Smart Link to Article to select the prior version.
  C. Select the Flag as new version checkbox when publishing.
  C. Select the Flag as new version checkbox when publishing.

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  To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.

• Question 515:

  A Company sells two products, each with its own maintenance schedule.

  Which feature should a consultant recommend implementing to meet this requirement?

  A. Lightning Service Console
  B. An AppExchange Solution
  C. Field Service Lightning
  D. Customer Community
  C. Field Service Lightning

• Question 516:

  Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

  A. Enable Omni Channel in Setup.
  B. Assign Users to the Omni Channel Feature License.
  C. Assign Users to Omni Channel permissions.
  D. Contact Salesforce to have Omni Channel enabled.
  A. Enable Omni Channel in Setup.

• Question 517:

  Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

  A. Create a service cloud console to support all channel groupings.
  B. Create an agent profile for each channel grouping.
  C. Create a unique case page layout for each channel grouping.
  D. Create an agent role for each channel grouping.
  C. Create a unique case page layout for each channel grouping.

• Question 518:

  Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. What should the consultant keep in mind when working on this report type?

  A. The Data Type and New Value fields are available for viewing only.
  B. The User and New Value fields are available for viewing only.
  C. The Old Value and New Value fields are available for viewing only.
  C. The Old Value and New Value fields are available for viewing only.

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  In a Case History report, Salesforce tracks field changes for any fields that have field history tracking enabled. For each tracked field, the Old Value and New Value are recorded, providing an audit trail of how and when data changed. These two fields - Old Value and New Value - are available for viewing only and cannot be edited or updated.

  This report helps service managers analyze how cases evolve over time and identify process bottlenecks or data integrity issues.

  Option A is incorrect because "Data Type" is not a tracked field in history reports.

  Option B is incorrect because the "User" field (who made the change) is editable in user management, not view-only within this report type.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain. Salesforce Help: "Case History Reports and Field History Tracking Behavior." Salesforce Trailhead: "Track Field History for Auditing and Reporting."

• Question 519:

  After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

  How should a consultant correct this problem

  A. Grant Authors access to the FAQ article type.
  B. Set article Org Wide Default to Public ReadWrite.
  C. Add Authors to the FaQ Data Category.
  D. Grant Authors access to the FaQ record type
  D. Grant Authors access to the FaQ record type

• Question 520:

  Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management. What should the consultant recommend to decrease case closure time?

  A. Add data category groups.
  B. Create synonym groups.
  C. Enable Suggested Articles.
  C. Enable Suggested Articles.

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  Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience.