Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 541:

  Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

  What should the consultant recommend to address this problem

  A. Configure Case Assignment Rules to use Queues.
  B. Configure Omni-Channel Routing Model as Most Available.
  C. Configure Case Assignment Rules to use Users.
  D. Configure Omni-Channel Routing Model as Least Active.
  B. Configure Omni-Channel Routing Model as Most Available.

• Question 542:

  Service agents need to send emails with attachments to customers based on the case details. Which Lightning Service Console feature should a consultant use to meet the requirement?

  A. Lightning Knowledge
  B. Quick text template
  C. Custom case actions
  C. Custom case actions

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  To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.

• Question 543:

  Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

  A. Open CTI
  B. Lightning dialer
  C. Local presence
  D. Macros
  B. Lightning dialer

• Question 544:

  As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

  Which factor should a Consultant consider as part of the migration strategy?

  A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
  B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
  D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

• Question 545:

  A Global company requires public documents to be translated into multiple languages.

  Which implementation should the consultant recommend?

  A. Lightning Knowledge
  B. Classic Knowledge
  C. Salesforce Content
  D. Salesforce Files
  B. Classic Knowledge

• Question 546:

  What should a consultant recommend to ensure chat request contain enough information for customer service representatives to effectively respond?

  A. Customize the lightning console chat page
  B. Configure a chat validation rule
  C. Customize the pre chat form
  D. Configure Lightning Guided Engagement
  C. Customize the pre chat form

• Question 547:

  Universal Containers had tech support and general customer teams that use unique service console applications.

  Which two configuration should a consultant use when deploying the console?

  A. Assign user to public group with access to the service console app
  B. Assign users a permission with access to the service console app
  C. Assign users a sharing rule with access to the service console app
  D. Assign users a profile with access to the service console app
  B. Assign users a permission with access to the service console app
  D. Assign users a profile with access to the service console app

• Question 548:

  The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

  A. Average call handle time by team
  B. Number of cases created using portal
  C. Number of cases closed by a self-service user
  D. Number of IVR inquiries without agent involvement
  B. Number of cases created using portal
  C. Number of cases closed by a self-service user

• Question 549:

  The support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

  A. Dynamic Dahsbaord by Call Center
  B. Reporting Snapshots by call center
  C. Report Subscriptions by call center
  D. Case report grouped by call center
  B. Reporting Snapshots by call center

• Question 550:

  The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?

  A. Create a macro to send an email with the article to the customer.
  B. Create a workflow email alert to send the article to the customer.
  C. Create an auto-response rule to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.