Salesforce CRT-261 Test Engine Practice Test Questions, Exam Dumps
100% Free CRT-261 Daily Practice Exam With 179 Questions
NEW QUESTION # 46
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Configure Path for Cases.
- B. Implement record types and pege layouts.
- C. Improve Validation Ru!e messages.
- D. Use Einstein Next Best Action.
Answer: B
NEW QUESTION # 47
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Apex code must be used to update fields in the database.
- C. Apex code must be used to pass data to legacy systems.
- D. Elements can be used to update fields in the database.
- E. Elements can be used to pass data to legacy systems.
Answer: A,D,E
Explanation:
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]
NEW QUESTION # 48
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of customer ratings
- B. Number of archived articles
- C. Number of article votes
- D. Number of approved articles
Answer: C
NEW QUESTION # 49
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
- A. Create a self-service help Center
- B. Allow comments on Knowledge articles.
- C. Enable Chat in an Experience Cloud site.
Answer: A
Explanation:
To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service experience.
NEW QUESTION # 50
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
- A. Set up assignment rules and case queues.
- B. Set up escalation rules.
- C. Set up self-service Knowledge.
Answer: C
Explanation:
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.
NEW QUESTION # 51
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
- A. Use Salesforce Flow for notifications and Case Teams to monitor cases,
- B. Use Escalation Rules for notifications and Case Teams to monitor cases.
- C. Use Salesforce Flow for notifications and Account Teams to monitor cases.
Answer: B
Explanation:
To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.
NEW QUESTION # 52
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Full Sandbox
- B. Developer Pro Sandbox
- C. Administrator Sandbox
- D. Partial Copy Sandbox
Answer: A,B,D
NEW QUESTION # 53
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
Explanation:
Explanation
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
NEW QUESTION # 54
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. After the migration, an integration process that manages the articles' lifecyde by archiving and
- B. URL formats for articles drffer between Classic and Lightning Knowledge.
- C. Users must have Modify AM permission to delete archived articles.
- D. Only Published articles are available in the API.
- E. The Amde Type field is no longer accessible via SOQi or the API.
Answer: B,C
Explanation:
Explanation
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :
URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge
NEW QUESTION # 55
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Skills-based routing
- C. Omni-channel Queue-based routing
- D. Chat Queue-based routing
Answer: C
NEW QUESTION # 56
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers must spend additional time registering for the portal.
- B. Self-service deflects easy cases, leaving more complex cases for agents.
- C. Customers are spending additional time searching for answers.
- D. Agents do not have access to the same Knowledge articles as customers.
Answer: B
NEW QUESTION # 57
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Social Customer Service
- B. Service Console
- C. Chat
- D. Messaging
Answer: B,D
NEW QUESTION # 58
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
- A. Agent utilization
- B. Number of closed cases
- C. Deflection rate
Answer: A
Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
NEW QUESTION # 59
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
- A. Email-to-Case
- B. deg -Demand Email-to-Case
- C. Email relay
Answer: A
Explanation:
For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
NEW QUESTION # 60
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Create email templates with Knowledge Articles attached.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Knowledge tab to the Console app.
- D. Add the Suggested Article widget to the Case page layout.
Answer: B
NEW QUESTION # 61
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
- A. Entitlements
- B. {0} Actions
- C. Milestones
Answer: A
Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.
NEW QUESTION # 62
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: C
NEW QUESTION # 63
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
- A. Salesforce Chat
- B. Case auto-response rule
- C. OmniStudio
Answer: A
Explanation:
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
NEW QUESTION # 64
What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Enable Debug Omni Channel routing configuration in SttUp.
- B. Open the record you want to route.
- C. Open the Omni-Channel Supervisor tab.
- D. Change the owner to a queue associated with the routing configuration,
- E. Log in as a user who is enabled for Omni-Channel access.
Answer: B,D,E
Explanation:
Explanation
These are three necessary steps to test that the Omni-Channel implementation is routing correctly. Changing the owner to a queue associated with the routing configuration ensures that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled for Omni-Channel access allows the user to receive work items from Omni-Channel and see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-Channel to evaluate the record and route it to an available agent based on the routing configuration settings. Verified References: : Test Your Routing Configuration
NEW QUESTION # 65
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. Global Actions need to be on the publisher layout.
- C. The specific Quick Action must be added to the Case record page.
- D. Quick Actions must be enabled in the org.
Answer: A,C
NEW QUESTION # 66
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Lightning Utility Bar
- B. Macros
- C. Quick Text
- D. Service Console
Answer: B
Explanation:
Explanation
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 67
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
- A. create the necessary objects in SF
- B. From setup select omnichannel and select enable omni channel
- C. Create SF cases to have omni channel enabled
- D. customize service channel settings to define how the org receives work various sources
Answer: B
NEW QUESTION # 68
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Social Service Pro add-on
- B. Einstein Reply Recommendations
- C. Einstein Social Insights add-on
- D. Service Cloud User feature license
Answer: A
Explanation:
Explanation
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram.
Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment. Verified References: : Social Service Pro Overview
NEW QUESTION # 69
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