Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 571:

  Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?

  A. Web-to-Case
  B. Outlook Integration
  C. Email-to-Case
  D. On-Demand Email-to-Case
  C. Email-to-Case

• Question 572:

  Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support. Which interaction channel should the consultant suggest to UC?

  A. Einstein Bots
  B. Messaging In-app and Web (MIAW)
  C. Experience Cloud sites
  B. Messaging In-app and Web (MIAW)

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  To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

• Question 573:

  Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

  A. Insert a reference Thread ID in the email subject template
  B. Use Omni-Channel to automatically route inbound email
  C. Assign a user to manually manage incoming email
  D. Convert to an On-Demand Email-to-Case setup
  A. Insert a reference Thread ID in the email subject template

• Question 574:

  A Service Cloud consultant has recently implemented a public Knowledge base.

  A. Monthly case volume
  B. First call resolution
  C. Average case resolution time
  A. Monthly case volume

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  Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.

  Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.

  Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce Help: "Measure Knowledge Base Effectiveness Using Case Deflection Metrics."

  Salesforce Trailhead: "Reduce Case Volume Through Self-Service Knowledge."

• Question 575:

  Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

  A. Enable the self-service portal to generate logins for the hospital staff by region.
  B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
  C. Design a custom object to track credit requests and route them regionally using assignment rules
  D. Use cases to track the credit requests and route than to regional teams using assignment rules
  D. Use cases to track the credit requests and route than to regional teams using assignment rules

• Question 576:

  Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

  1.

  Agents need to collaborate with other teams.

  2.

  The product development team needs to be alerted on high-priority cases for specific products.

  Which solution will meet these requirements?

  A. Use Process Builder for notifications and case teams to monitor cases.
  B. Use Process Builder for notifications and account teams to monitor cases.
  C. Use escalation rules for notifications and account teams to monitor cases.
  D. Use escalation rules for notifications and case teams to monitor cases.
  D. Use escalation rules for notifications and case teams to monitor cases.

  ---

  To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.

• Question 577:

  Which advantage does Salesforce provide with the OpenCTI framework?

  A. Developers can Integrate with any telephony platform available with minimal need for customization.
  B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
  B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

  ---

  Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.

• Question 578:

  Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day. Which two features should a Consultant recommend? Choose 2 answers

  A. Facebook Messaging
  B. Escalation Rules
  C. Chat
  D. Case Auto-Response
  C. Chat
  D. Case Auto-Response

• Question 579:

  Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.

  Agents currently jump between applications to search for these details and have asked if this process can be improved.

  Which approach should the consultant recommend to streamline the process?

  A. Create a batch integration process that runs hourly to pull all order updates into Salesforce
  B. Create a dynamic action that launches the ERP system with a deep link to the order locator.
  C. Use Salesforce Connect and External Objects to represent this information in Salesforce.
  C. Use Salesforce Connect and External Objects to represent this information in Salesforce.

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  To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.

• Question 580:

  Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements?

  A. Develop a globally-shared macro to create a new article.
  B. Use a trigger to automatically create a new article.
  C. Create a Quick Action to map case fields to a new article
  C. Create a Quick Action to map case fields to a new article

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  To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.