Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 641:

  Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK?

  A. Review and address Case data issues and set up Einstein Classification Apps.
  B. Review and address Case data issues and set up Einstein Article Recommendations.
  C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
  A. Review and address Case data issues and set up Einstein Classification Apps.

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  To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization.

• Question 642:

  The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

  Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

  A. Implement Quick Text
  B. Enable the Support Process for default email templates
  C. Implement Macros
  D. Implement Email-To-Case
  E. Enable the support setting for default email templates
  A. Implement Quick Text
  C. Implement Macros
  E. Enable the support setting for default email templates

• Question 643:

  Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

  A. Entitlement processes, milestones, milestone actions, and entitlements
  B. Entitlement processes, contracts, contract line Items, and entitlements
  C. Entitlement processes, contract line items, milestones, and entitlements
  D. Entitlement processes, contracts, milestones, and milestone actions
  A. Entitlement processes, milestones, milestone actions, and entitlements

• Question 644:

  What are two design considerations for a Live Agent implementation? Choose 2 answers

  A. Chat Visitor Browser
  B. Chat Window Title
  C. Chat Character Limit
  D. Idle Connection Timeout
  A. Chat Visitor Browser
  D. Idle Connection Timeout

• Question 645:

  What is a common deflection technique to reduce the number of interactions for a contact center?

  A. Suggest articles for an Email-to-Case question.
  B. Recommend articles prior to a Chat session.
  C. Recommend articles during a call from a support agent.
  B. Recommend articles prior to a Chat session.

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  A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to customers before they initiate a Chat session. This proactive approach can resolve customer queries without the need for direct agent interaction, improving efficiency and customer satisfaction by providing immediate solutions.

• Question 646:

  Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?

  A. Einstein Reply Recommendations
  B. Einstein Article Recommendations
  C. Action and Recommendations component
  B. Einstein Article Recommendations

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  To improve agents' ability to find appropriate answers during chat sessions with customers, implementing Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the quality of customer support.

• Question 647:

  Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

  A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
  B. Enable the "Access Recent Items" user permission on the user profiles.
  C. Enable the "History" component within the Salesforce Console for Service.
  D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
  C. Enable the "History" component within the Salesforce Console for Service.

• Question 648:

  SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

  A. Use entitlements to define a process and milestones
  B. Use case teams to close
  C. Use escalation rules
  A. Use entitlements to define a process and milestones

• Question 649:

  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.

  A. Use a trigger to automatically create a new article.
  B. Develop a globally-shared macro to 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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  Quick Actions in Lightning Experience allow admins to configure guided flows or prefilled forms that map case data to a new Knowledge Article . This is a standard and recommended approach to help service reps efficiently publish helpful content during case closure.

  Option A (trigger) would require custom development and is unnecessary for this standard use case.

  Option B (macro) automates console actions but cannot create Knowledge articles with mapped case data.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Knowledge Management Domain.

  Salesforce Help: "Create Knowledge Articles from Cases Using Quick Actions."

  Salesforce Spring '24 Release Notes - Lightning Knowledge Authoring Enhancements.

• Question 650:

  The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?

  A. Agent Detail
  B. Agent Work
  C. Assigned Work
  B. Agent Work

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  To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.