Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 531:

  Universal Containers is using WhatsApp to provide support to customers in Service Console.

  Agents would like to preview PDFs sent by customers from the chat window.

  What should a consultant recommend?

  A. Ask the customer to send the PDF via email.
  B. Use File Preview in the chat.
  C. Download the PDFs from the chat.
  B. Use File Preview in the chat.

  ---

  For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.

• Question 532:

  Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

  Which type of Community license should be used to meet these requirements?

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

• Question 533:

  Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

  A. Create a data category for each product. Assign data categories to service agents.
  B. Create an article action for each record type. Assign record types to service agents.
  C. Create a permission set for each record type. Assign permissions to service agents.
  A. Create a data category for each product. Assign data categories to service agents.

  ---

  Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.

• Question 534:

  Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers. When implementing Salesforce in this scenario, which solution should a consultant recommend?

  A. Email-to-Case
  B. deg -Demand Email-to-Case
  C. Email relay
  A. Email-to-Case

  ---

  For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.

  Email-to-Case is the Salesforce standard for handling high-volume email processing securely. It allows for secure transmission via TLS encryption, and it can efficiently process large volumes (such as 2,000+ cases /day) including multiple attachments.

  Salesforce Email-to-Case offers the scalability, encryption, and attachment handling required for compliance with secure email policies. It also allows for configuration of attachment size limits and filtering.

  A custom email service might offer flexibility but would be costlier to maintain and implement, and Einstein Activity Capture is intended for syncing email/calendar data, not for case creation or secure intake of customer email attachments. Reference: Salesforce Help Documentation - Email-to-Case - Security and Attachment Management

• Question 535:

  Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

  Which approach should the Consultant use for data migration?

  A. Prepare, Plan, Text, Execute, Validate
  B. Prepare, Plan, Validate, Execute, Text
  C. Plan, Prepare, Test, Execute, Validate
  D. Plan, Prepare, Validate, Execute, Text
  C. Plan, Prepare, Test, Execute, Validate

• Question 536:

  Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

  Which service cloud feature should the consultant recommend to address this requirement?

  A. Entitlements and milestones
  B. Case escalation
  C. Case assignment
  D. Salesforce console
  A. Entitlements and milestones

• Question 537:

  Auto Response rules work on which objects?

  A. Leads and Cases
  B. Leads and accounts
  C. Accounts and Opportunity
  D. Accounts and Cases
  A. Leads and Cases

• Question 538:

  Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.

  How should the requirement be met?

  A. Create a custom report
  B. Create a custom related list on the case
  C. Create a custom view on the Case tab
  D. Create a custom Visualforce page
  B. Create a custom related list on the case

• Question 539:

  If you delete a case, which two also get deleted? (Choose two answers)

  A. Account
  B. Solution
  C. Event
  D. Attachments
  C. Event
  D. Attachments

• Question 540:

  Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

  A. Chat Queue-based routing
  B. Case Skills-based Assignment Rules
  C. Omni-channel Queue-based routing
  D. Omni-channel Skills-based routing
  C. Omni-channel Queue-based routing