Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 521:

  Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs). Which recommendation should the Service Cloud Consultant make to help with this requirement?

  A. Migrate UC's legacy service analytics by building a new set of custom report types.
  B. Recommend that UC invest in Tableau Next to use service-related intelligent apps or accelerators.
  C. Use Preconfigured Service Cloud Dashboards from AppExchange.
  C. Use Preconfigured Service Cloud Dashboards from AppExchange.

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  Preconfigured Service Cloud Dashboards available on AppExchange provide out-of-the-box KPI tracking for service operations-such as case volume, resolution times, SLA compliance, and agent productivity. These dashboards are optimized for Salesforce data and can be customized to fit organizational goals.

  Option A (custom report types) is time-consuming and not necessary for standard KPIs.

  Option B (Tableau) offers advanced analytics but is not required for standard Service Cloud reporting.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain.

  Salesforce AppExchange Listing: "Service and Support Dashboards."

  Salesforce Help: "Use Prebuilt Dashboards for Service Insights."

• Question 522:

  An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement?

  A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
  B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
  C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
  B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

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  To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.

• Question 523:

  Which application will allow a client to enable Ideas on a public website?

  A. Partner portal
  B. Self-service portal
  C. Sites
  D. Customer portal
  C. Sites

• Question 524:

  Universal Containers wants to implement a customer service site.

  The goal of the site is to enable community members to access, create, and manage cases online.

  How should the consultant implement these requirements?

  A. Change the org-wide default for cases and contacts internal access to private.
  B. Update the case assignment rule to add the site member to the predefined case team.
  C. Create a sharing rule to share the contact record with the site member.
  D. Set up a sharing set to grant access based on the site member's contact record.
  D. Set up a sharing set to grant access based on the site member's contact record.

• Question 525:

  A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

  A. Report on the articles followed in Chatter
  B. Report on agent ratings on articles
  C. Report on agent feedback on articles
  D. Report on the articles attached to cases
  B. Report on agent ratings on articles
  D. Report on the articles attached to cases

• Question 526:

  The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.

  A. Einstein Bots
  B. Einstein Article Recommendations
  C. Einstein Reply Recommendations
  B. Einstein Article Recommendations

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  Einstein Article Recommendations analyzes past cases, content usage, and agent activity to automatically suggest the most relevant Knowledge Articles in the Service Console. This reduces search time, improves accuracy, and significantly decreases case resolution times .

  Option A ( Einstein Bots ) automates customer self-service but doesn't assist agents in article retrieval.

  Option C ( Einstein Reply Recommendations ) provides quick response text for messaging and chats, not knowledge lookup.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Knowledge Management Domain.

  Salesforce Help: "Set Up Einstein Article Recommendations."

  Salesforce Winter '23 Release Notes - Einstein for Service Enhancements (Article Recommendations).

• Question 527:

  Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?

  A. Migrate child cases first.
  B. Migrate parent cases first
  C. Migrate parent and child cases together.
  C. Migrate parent and child cases together.

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  To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.

• Question 528:

  Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

  A. Set up Milestones.
  B. Enable Work Orders.
  C. Create an Entitlement Process.
  D. Configure Service Contracts.
  A. Set up Milestones.
  C. Create an Entitlement Process.

• Question 529:

  Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?

  A. Click Publish after the Approval Process.
  B. Set the status to Published fram the Knowledge approval page.
  C. Set the final approval action to 'Lock the record for editing'.
  A. Click Publish after the Approval Process.

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  For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.

• Question 530:

  For which purpose should a contact center use Visual Flow?

  A. To assign follow-up tasks to an agent one week after a case is closed.
  B. To automatically assign cases to a specific queue based on the customer support level
  C. To escalate to the support manager if it has been open for more than 72 hours
  D. To automate business processes for agents who troubleshoot customer support issues via phone
  D. To automate business processes for agents who troubleshoot customer support issues via phone