Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 81:

  Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

  A. Route cases to agents in an alternate center.
  B. Disable the Interactive Voice Response (IVR) system.
  C. Deliver training on case handling for contingent staff.
  D. Update the case status field values.
  E. Monitor service level agreements (SLAs) and notify customers.
  A. Route cases to agents in an alternate center.
  C. Deliver training on case handling for contingent staff.
  E. Monitor service level agreements (SLAs) and notify customers.

• Question 82:

  Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

  A. Customer Community
  B. Web -to -Case
  C. Live Agent
  D. Knowledge Base
  E. Chatter Answers
  A. Customer Community
  D. Knowledge Base
  E. Chatter Answers

• Question 83:

  Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

  Which three configurations must be made? Choose 3 answers

  A. Users must use Lightning Experience.
  B. Publisher Actions used in the macros must be on the page layout.
  C. The Macros widget or utility must be added to the console.
  D. The Run Macros Permission must be granted to users.
  E. The Run Macros Action must be on the page layout.
  A. Users must use Lightning Experience.
  B. Publisher Actions used in the macros must be on the page layout.
  D. The Run Macros Permission must be granted to users.

• Question 84:

  Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

  CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

  What is the recommended solution to meet the requirements?

  A. Knowledge One with Article Recommendations
  B. Experience Cloud with self-support
  C. Omni-Channel with Skills-Based Routing.
  D. Live Agent and Live Message
  C. Omni-Channel with Skills-Based Routing.

• Question 85:

  Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables. What should a consultant recommend as the next step?

  A. Identify and prioritize the requirements for the minimum viable product.
  B. Prioritize the requirements based on the stakeholder who submitted them.
  C. Prioritize the requirements based on requests from the regions.
  A. Identify and prioritize the requirements for the minimum viable product.

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  Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.

• Question 86:

  Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

  1.

  Average handle time (AHT)

  2.

  Adherence to service level agreements (SLAs)

  Which data source would Universal Containers need in order to gather this information? Choose 3 answers

  A. Automatic Call Distributor (ACD)
  B. Entitlements
  C. Workflow Management (WFM)
  D. Chat log history
  E. Interactive Voice Response (IVR)
  A. Automatic Call Distributor (ACD)
  C. Workflow Management (WFM)

• Question 87:

  Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:

  1.

  Service reps need to collaborate with other teams.

  2.

  The product development team needs to be alerted on high-priority cases for specific products. Which solution meets these requirements?

  A. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.
  B. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.
  C. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications.
  A. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.

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  The Service Cloud Consultant Study Guide - Service Cloud Solution Design domain recommends using Case Teams to facilitate collaboration on cases among different departments. Case Teams allow multiple users or roles to work together on a single case, improving visibility and coordination between service and product development teams.

  To meet the requirement of alerting the product development team on high-priority cases , the best practice is to use Salesforce Flow (or Process Automation tools) to automatically send notifications, create tasks, or post updates to collaboration tools such as Slack or Chatter when criteria are met (for example, "Priority = High" and "Product = X").

  Escalation Rules are designed for time-based escalation to higher support tiers, not for notifying specific departments. Account Teams facilitate collaboration at the account level, not on specific cases, making them unsuitable for case-specific alerts.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain (collaboration and automation design considerations). Salesforce Help: "Set Up Case Teams" (enables collaboration among different users on cases).

  Salesforce Help: "Build Automated Notifications with Flow" (describes how to notify users when case conditions are met).

• Question 88:

  UC is in the process of implementing Service Cloud. In which order should the data be migrated?

  A. Users, accounts, contacts, cases
  B. Accounts, contacts, cases, users
  C. Users, contacts, accounts, cases
  D. Accounts cases, users, contacts
  A. Users, accounts, contacts, cases

• Question 89:

  Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access?

  A. View All for Case
  B. Case teams
  C. Manager groups
  B. Case teams

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  To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.

• Question 90:

  Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions. Which use case could an out-of-the-box AI agent address with no changes to topics?

  A. Guiding a customer through the process of filing a warranty claim for a damaged shipping container and scheduling an on-site inspection.
  B. Enabling a customer to check real-time stock levels for a specific container model across multiple distribution centers.
  C. Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.
  C. Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.

  ---

  Agentforce for Service includes standard topics out-of-the-box that cover core customer service interactions such as:

  Account and Case Management (viewing or creating support tickets),

  Knowledge-Based Question Answering, and General Information Inquiry Topics.

  Option C - Answering a question about insurance policy and enabling the customer to open a new support ticket - fits within these standard topics without requiring customization. The Service Agent can automatically retrieve policy information from Salesforce Knowledge and launch the standard "Open Case" topic for ticket creation.

  Option A (warranty claims and inspection scheduling) and B (real-time stock level lookup) require custom topics and actions, as they depend on external integrations and unique business processes beyond standard Service Agent scope.

  Referenced Salesforce Materials:

  Salesforce Spring '24 Release Notes ?Agentforce for Service: Standard Topics Overview.

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Use Standard Topics in Agentforce for Common Customer Service Scenarios."