Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 671:

  Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

  A. Computer Telephony Integration
  B. Interactive Voice Response
  C. Automatic Call Distribution
  D. Order Management System
  B. Interactive Voice Response

• Question 672:

  Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

  Which three statements should be considered?

  Choose 3 answers

  A. Attachments and .html files in Classic Knowledge are moved to the Files object.
  B. Visualforce pages refer to Classic article types.
  C. Each article must be associated to a record type.
  D. Approval process history migrate to Lightning Knowledge.
  E. Article numbers change during migration.
  A. Attachments and .html files in Classic Knowledge are moved to the Files object.
  C. Each article must be associated to a record type.
  D. Approval process history migrate to Lightning Knowledge.

• Question 673:

  When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

  How can a Consultant implement the functionality with configuration?

  A. Remove these fields from the page layout and add the components to the highlights panel.
  B. Add these fields to the page layout and add the components to the highlights panel
  C. Remove these fields from the page layout and add the fields to the highlights panel
  D. Add the fields to the page layout and add the fields to the highlights panel.
  D. Add the fields to the page layout and add the fields to the highlights panel.

• Question 674:

  Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.

  Which method should a consultant recommend for importing this data into universal containers service cloud instance

  A. Bulk Data Transfer API
  B. Java Language Specific Toolkit
  C. Data Integration via SOAP API
  D. Cloud-to-Cloud Integration Toolkit
  A. Bulk Data Transfer API

• Question 675:

  An Agentforce Service Agent needs to access and update Case records, retrieve information from Knowledge articles, and run flows to automate certain processes for unauthenticated customer sessions.

  A. Use Organization-Wide Sharing Defaults (OWD) and filters at the topic/action level.
  B. Use the "New Agent User" option and use principle of least privilege to apply specific permissions.
  C. Grant the AI agent user the "System Administrator" profile for maximum compatibility.
  B. Use the "New Agent User" option and use principle of least privilege to apply specific permissions.

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  Each Agentforce Service Agent operates through a dedicated agent user record in Salesforce, configured under the "New Agent User" option. The principle of least privilege should be applied-granting only the permissions needed for the AI agent to perform its defined actions, such as:

  Reading/updating Case records,

  Accessing Knowledge articles, and

  Executing Flows relevant to its topics and actions.

  This ensures secure access, especially when the AI interacts with unauthenticated sessions (e.g., guest users).

  Option A is incomplete, as OWDs and filters don't manage AI user access directly.

  Option C (System Administrator) violates security best practices by granting excessive permissions.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Agentforce Service Agent: Security and User Configuration Enhancements.

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Set Up Agentforce Service Agent Users and Permissions."

• Question 676:

  Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.

  Which statement is true about migrating images into Salesforce Knowledge?

  A. Ensure that each image does NOT exceed the maximum of 25 MB
  B. Upload the images into Salesforce prior to importing the articles
  C. Convert all images to .jpeg, as this is the only supported file type
  D. Include images in an .html file using the image tag and src attribute
  D. Include images in an .html file using the image tag and src attribute

• Question 677:

  Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

  Which two features should a consultant integrate of the Service Console? Choose 2 answers

  A. Lightning Flow for service
  B. Interaction Log
  C. Lightning Process Builder
  D. Path for Cases
  A. Lightning Flow for service
  B. Interaction Log

• Question 678:

  Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to:

  1.

  Monitor Facebook fan page for new posts and comments from customers

  2.

  Link new posts and comments to an existing customer record

  3.

  Respond to posts from the existing Salesforce Console for Service

  4.

  Create and link social personas to contacts

  What should a consultant recommend to meet these requirements?

  A. Create a Lightning Platform app for Facebook monitoring.
  B. Enable Social Customer Service.
  C. Integrate Facebook to its existing Customer Community.
  D. Enable Salesforce social profile on contacts.
  D. Enable Salesforce social profile on contacts.

• Question 679:

  Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

  What functionality should the consultant recommend implementing to resolve this issue?

  A. Contact Requests
  B. Social Customer Service
  C. Embedded Chat Window
  D. Open CT1
  C. Embedded Chat Window

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  To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company's website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.

• Question 680:

  A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  A. All open Cases by Priority
  B. All open cases by Channel
  C. All Cases closed Month-to-date
  D. Case resolution time
  E. All Cases by Customer
  A. All open Cases by Priority
  B. All open cases by Channel
  D. Case resolution time

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  Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.