Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 51:

  Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.

  Which deployment solution should a consultant use?

  A. Change Sets
  B. Mass Transfer Records
  C. Data Loader
  D. Manual configuration
  A. Change Sets

• Question 52:

  Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

  What should a consultant recommend to meet this requirement?

  A. Social Persona tor Twitter and Facebook.
  B. Social Media Marketing message tagging.
  C. Social Customer Service for Twitter and Facebook.
  D. Einstein Bot social queues.
  C. Social Customer Service for Twitter and Facebook.

• Question 53:

  Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.

  How should this be accomplished?

  A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
  B. Build a customer visual force page with the list view and assign it to the console sidebar.
  C. Configure the case list under custom console components so users can view the list view along with the case view
  D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
  A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

• Question 54:

  Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What should they consider before implementation?

  A. Swarming can only be initiated from Slack.
  B. Messages from a swarm can be shared to the case feed.
  C. Swarms can be closed from Slack or Salesforce.
  C. Swarms can be closed from Slack or Salesforce.

  ---

  Swarming in Slack for Service Cloud allows experts to collaborate on complex cases within Slack channels that are linked to Salesforce records. Swarms can be initiated or closed from either Slack or Salesforce , maintaining synchronization between both platforms.

  This feature enhances real-time collaboration while ensuring updates, closures, and outcomes are reflected in Service Cloud automatically.

  Option A is incorrect-swarms can be initiated from either Slack or Salesforce.

  Option B is partially correct but incomplete-messages are visible in the swarm context, but the defining functionality is the bi-directional closure capability .

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Service Cloud Swarming Enhancements in Slack. Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain. Salesforce Help: "Collaborate with Swarming in Slack for Service Cloud".

• Question 55:

  Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

  A. Only one inbound email address can be used for Email-to-Case
  B. Follow-up emails and attachments related to a case are attached to the case
  C. Assignment, escalation, and workflow rules are processed on inbound emails
  D. Follow-up emails related to a case will update the case comments
  B. Follow-up emails and attachments related to a case are attached to the case
  D. Follow-up emails related to a case will update the case comments

• Question 56:

  What is the primary function of a private branch exchange (PBX)?

  A. To receive multiple calls at one time
  B. To use speech recognition to direct calls
  C. To report the caller's background information
  D. To mate calls to different agents
  A. To receive multiple calls at one time

• Question 57:

  Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

  What should a consultant recommend as the next step?

  A. Prioritize the requirements based on who submitted them.
  B. Identify the requirements needed for initial GoLive.
  C. Provide a timeline that addresses all the requirements.
  D. Organize the requirements from largest to smallest.
  B. Identify the requirements needed for initial GoLive.

• Question 58:

  What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

  A. Streamline the agent interface.
  B. Enable templates for written responses.
  C. Offer supports through Facebook and twitter.
  D. Implement team productivity dashboards.
  A. Streamline the agent interface.
  B. Enable templates for written responses.

• Question 59:

  Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

  What configuration should a consultant recommend?

  A. Keep all open in tabs.
  B. Use a second Console session.
  C. Define a custom List View.
  D. Add History to the Utility bar.
  D. Add History to the Utility bar.

  ---

  For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recentlyviewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.

• Question 60:

  UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

  A. Data loader, change sets, and Force.com Excel Connector
  B. Force.com migration tool, Force.com IDE, and change sets
  C. Visual Workflow, data loader, and Force.com IDE
  D. Mass Transfer Records, change sets, and Force.com migration tool
  B. Force.com migration tool, Force.com IDE, and change sets