Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 601:

  The cost of service for Universal Containers contact centers has steadily increased.

  What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

  A. Enable Ideas in a customer portal
  B. Enable Chatter for agent collaboration
  C. Create auto-response templates for incoming emails
  D. Enable Live Agent to handle incoming service inquiries
  B. Enable Chatter for agent collaboration
  D. Enable Live Agent to handle incoming service inquiries

• Question 602:

  A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  A. Create the data categories and set up the data category values.
  B. Set up a zip file that contains the CSV, HTML, and image files.
  C. Create the custom fields for the slide type
  D. Set up the article actions and assign publishers to each action
  E. Set the publication status of the article tame to draft status
  A. Create the data categories and set up the data category values.
  B. Set up a zip file that contains the CSV, HTML, and image files.
  D. Set up the article actions and assign publishers to each action

• Question 603:

  Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production. Which environment type should the consultant recommend?

  A. Partial Copy Sandbox
  B. Full copy sandbox
  C. Developer Pro Sandbox
  B. Full copy sandbox

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  A Full Copy Sandbox is a complete replica of a production environment, containing both metadata and all data records. It is the most appropriate environment for conducting extended User Acceptance Testing (UAT), especially when real-world data and scenarios need to be validated over an extended period like 60 days.

  This sandbox type supports thorough testing of configurations, integrations, and customizations under conditions that mirror live operations. Business users benefit from working with a familiar data set, reducing surprises during go-live. It is superior to Developer or Partial Copy Sandboxes for full-system validation.

  References: https://help.salesforce.com/s/articleView?id=sf.data_sandbox_types.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.sandbox_create.htmandtype=5

• Question 604:

  Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

  A. Create three article types for each product area (Personal Banking, Mortgage, CD).
  B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
  C. Create two data categories to display information (Question/Answer, Product Info).
  D. Create two article types to display information (Question/Answer, Product Info).
  B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
  D. Create two article types to display information (Question/Answer, Product Info).

• Question 605:

  The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. What should a consultant recommend to help decrease customer wait times?

  A. Set up analytical snapshots to capture key case Information and create historical trending reports.
  B. Create reports to analyze data in order to understand peak times and ensure adequate.
  C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
  B. Create reports to analyze data in order to understand peak times and ensure adequate.

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  To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.

• Question 606:

  Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

  A. Migrate closed cases with milestones and entitlements
  B. Migrate open and closed cases with milestones and entitlements
  C. Migrate open and closed cases without milestones and entitlements
  D. Migrate closed cases to a custom read-only object
  A. Migrate closed cases with milestones and entitlements

• Question 607:

  A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?

  A. Knowledge articles with the most revisions
  B. Knowledge articles with the highest ratings
  C. Number of Knowledge articles attached to Cases
  C. Number of Knowledge articles attached to Cases

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  To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.

• Question 608:

  Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.

  This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.

  What should the consultant recommend to meet the requirements?

  A. Trailhead
  B. Einstein Next Best Action
  C. Experience Cloud site
  A. Trailhead

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  For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes.

• Question 609:

  A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?

  A. Add the Case's Entitlement related list to the Case Lightning Record Page.
  B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
  C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
  B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

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  To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.

• Question 610:

  A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

  A. Incorporate the additional requirements to the project scope and continue with the original project schedule.
  B. Prepare a change order to account for the additional requirements and communicate the new project schedule.
  C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
  C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.

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  When additional requirements are discovered early in a project that has a fixed budget and timeline, the consultant's first step should be to document the gap in requirements and discuss the potential impacts on schedule and budget with the project team. This approach ensures that all stakeholders are aware of the changes and can collaboratively decide on the best course of action.

  Key Considerations:

  Scope Management:Clearly defining and managing project scope is crucial. Any changes to the scope should be carefully evaluated for their impact on time and cost.

  Stakeholder Communication:Engaging with stakeholders to discuss the implications of additional requirements helps in setting realistic expectations and making informed decisions.

  Change Control Process:Before implementing any changes, it's essential to follow a formal change control process, which includes documenting the change, assessing its impact, and obtaining necessary approvals.

  By taking these steps, the consultant ensures that the project remains aligned with its objectives and constraints, and any deviations are managed in a controlled and transparent manner.

  References:

  https://trailhead.salesforce.com/content/learn/modules/best-practices-for-project-management/gather-requirements https://www.salesforce.com/blog/project-management-guide/