Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 61:

  Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement?

  A. Web-to-Case
  B. Einstein Chat Bot
  C. Knowledge articles
  B. Einstein Chat Bot

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  To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.

• Question 62:

  Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?

  A. Use the most available routing model.
  B. Use Most Cases Closed report.
  C. Use the agents' Presence Status.
  A. Use the most available routing model.

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  To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.

• Question 63:

  The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

  A. Create an auto-response rule that links to Knowledge articles.
  B. Create a Macro to send an email with Knowledge articles.
  C. Set up the Case Deflection component to share Knowledge articles.
  B. Create a Macro to send an email with Knowledge articles.

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  To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

• Question 64:

  What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

  A. Increase the Call-to-Order ratio
  B. Use integrated voice response
  C. Bypass entitlement verification
  D. Use suggested Knowledge articles
  B. Use integrated voice response
  D. Use suggested Knowledge articles

• Question 65:

  Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?

  A. Configure View All for the Case object and field-level security.
  B. Configure Case Team with Read Write and field-level security.
  C. Configure OWD for the Case object and implement Salesforce Shield.
  B. Configure Case Team with Read Write and field-level security.

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  To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.

• Question 66:

  From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

  A. They are members of that Queue
  B. They have a Contact Manager Profile
  C. If the OWD for sharing cases is Public Read/Write/Transfer
  D. They are higher in the Role Hierarchy than a Queue Member
  E. All of the above
  A. They are members of that Queue
  D. They are higher in the Role Hierarchy than a Queue Member

• Question 67:

  Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

  A. Average days to close
  B. Average handle time
  C. First call resolution
  D. Abandon rate
  C. First call resolution
  D. Abandon rate

• Question 68:

  Which best practice should be used when deploying standard Service Cloud functionality to production?

  A. Ensure that all of the code is covered by unit tests before deploying to production.
  B. Plan and communicate the deployment to users of the organization in advance.
  C. Ask users to refrain from logging in to production the day of deployment.
  B. Plan and communicate the deployment to users of the organization in advance.

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  Per the Service Cloud Consultant Study Guide - Implementation Strategies Domain , Salesforce recommends communicating deployment plans and expected impacts to users before moving changes to production. Proper communication ensures readiness, minimizes disruption, and supports user adoption.

  Option A is primarily relevant for code deployments (Apex testing) rather than standard functionality. Option C is unnecessary if deployment is planned and communicated effectively. Advance communication and change readiness planning are part of Salesforce's Change Management and Release Governance best practices .

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Implementation Strategies Domain (deployment and communication planning).

  Salesforce Help: "Plan Deployments and Communicate Changes Effectively".

  Salesforce Deployment Best Practices Guide.

• Question 69:

  Which technology will allow a client to enable ideas on a public website? There are two correct answers.

  A. Force.com Sites
  B. Customer portalPartner portal
  C. Self-service portal
  D. Partner portal
  E. Force.com Web Services API
  A. Force.com Sites
  E. Force.com Web Services API

• Question 70:

  Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

  A. Email Alert
  B. Email Relay
  C. Email Template
  D. Assignment Rule
  E. Workfl
  A. Email Alert
  C. Email Template
  E. Workfl