Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 551:

  Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

  A. Enable the case survey object for the customer portal
  B. Utilize an AppExchange package to handle customer surveys
  C. Create a validation rule for case survey email templates
  D. Modify the user interface settings for the case survey sidebar
  B. Utilize an AppExchange package to handle customer surveys

• Question 552:

  Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?

  A. Test
  B. Design
  C. Enablement
  B. Design

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  Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.

• Question 553:

  Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this requirement?

  A. Reports and Dashboards
  B. Entitlements and Milestones
  C. Service Contracts
  B. Entitlements and Milestones

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  To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.

• Question 554:

  A company has these requirements for dealing with Cases:

  1.

  Handled efficiently and by the right agents

  2.

  Distributing the load so that agents do NOT have to manually select the next Case to work

  Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

  A. Route to agents with the most cases closed for that topic.
  B. Route to agents staffing the assigned overflow queues.
  C. Route to agents with the least amount of active assigned work.
  D. Route to agents with the most capacity to take on new work.
  C. Route to agents with the least amount of active assigned work.
  D. Route to agents with the most capacity to take on new work.

• Question 555:

  Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

  Which two features should a Consultant recommend? Choose 2 answers

  A. Configure LiveMessage
  B. Activate quick test
  C. Create quick actions
  D. Deploy Pre-Chat form
  B. Activate quick test
  D. Deploy Pre-Chat form

• Question 556:

  Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays. How should a consultant meet this requirement?

  A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
  B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
  C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
  C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

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  To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.

• Question 557:

  What process is a use case for Visual workflow? Choose 3 answers

  A. Field validation during case creation
  B. Cross-self promotions for representatives
  C. Assignment of email to a case queue based on subject
  D. Decision-based troubleshooting for representatives
  E. Caller verification and creation of a new case
  A. Field validation during case creation
  D. Decision-based troubleshooting for representatives
  E. Caller verification and creation of a new case

• Question 558:

  Which case submission process leverages Apex email services?

  A. Web-to-Case
  B. Email-to-Case
  C. On-demand Email-to-Case
  D. Case submitted using chat
  C. On-demand Email-to-Case

• Question 559:

  Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  A. Reduce the cost per call
  B. Train support agents
  C. Align agent performance goals with KPIs
  D. Hire additional support agents
  B. Train support agents
  C. Align agent performance goals with KPIs

• Question 560:

  Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

  A. Salesforce Knowledgebase
  B. Chatter Groups
  C. Field Service Lightning
  D. Service Cloud SOS
  C. Field Service Lightning
  D. Service Cloud SOS