Course 2024 CRT-261 Test Prep Training Practice Exam Download
CRT-261 Exam Info and Free Practice Test Professional Quiz Study Materials
NEW QUESTION # 75
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter where Closed Date equals Created Date
- B. Filter on Status equals Ctosea Resolved
- C. Filter where Dete/Time Opened equals Created Date
- D. Filter or Cosed When Created equals true
Answer: D
Explanation:
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 76
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
- A. Maintenance Plans
- B. Milestones
- C. Service Contracts
Answer: C
Explanation:
To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
NEW QUESTION # 77
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant authors access to the FAQ records type
- B. Set Article Or Wide to Public Read Write
- C. Add Authors to the FAQ data category
- D. Grant Authors acess to FAQ artcle type
Answer: A
NEW QUESTION # 78
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dashboad folder sharing
- B. Case Object permissions set to create and read
- C. Org wide default for cases set to private
- D. Dynamic dashboards
Answer: A,D
Explanation:
Explanation
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 79
Universal Containers (UC) recently expanded sales to Mexico and Canad
a. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
- A. Configure Case Assignment rule and Omni-Channel Supervisor.
- B. Configure Omni-Channel Queue-Based Routing.
- C. Configure Omni-Channel Skills-based Routing.
Answer: C
Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
NEW QUESTION # 80
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Set article Org Wide Default to Public ReadWrite.
- B. Add Authors to the FaQ Data Category.
- C. Grant Authors access to the FAQ article type.
- D. Grant Authors access to the FaQ record type
Answer: D
Explanation:
Explanation
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5
NEW QUESTION # 81
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the assets related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the entitlements related list to contact records
- D. Add the service contract related list to contact records
Answer: C
NEW QUESTION # 82
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
- A. Set a validation rule
- B. Enable Case Merge.
- C. Create an auto-launched flow.
- D. Configuration a blocking duplicate rule
Answer: B
Explanation:
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience
NEW QUESTION # 83
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Service Cloud Console
- C. Automatic Call Distribution
- D. Customer Community
Answer: A,D
NEW QUESTION # 84
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Customer Chatter groups
- D. Web-to-Case
Answer: B
NEW QUESTION # 85
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Web-to-Case
Answer: C
NEW QUESTION # 86
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: A
Explanation:
The steps are as follows:
* Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
* Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
* Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
* Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
* Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]
NEW QUESTION # 87
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It captures the same informaion as First Call Resolution.
- B. It includes blocked and abandoned calls.
- C. It is skewed by calls that are quickly answered
- D. It is the typical experience of a caller.
Answer: C
Explanation:
Explanation
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5
NEW QUESTION # 88
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Set up users and assign them to a queue.
- B. Assign users the Service Cloud User feature license.
- C. Customize highlights panels for all objects.
- D. Set up interaction logs and assign them to user profiles.
- E. Customize case list views.
Answer: B,C,D
NEW QUESTION # 89
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers
- A. Escalation Rule
- B. Milestones
- C. Workflow Actions
- D. Assignment Rule
Answer: A,B
Explanation:
Explanation
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules
NEW QUESTION # 90
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. Time spent by account year to date
- B. High priority cases opened by account month to date
- C. New cases opened by the account channel
- D. Escalated cases by account month to date
Answer: B,D
NEW QUESTION # 91
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create an auto-response rule to send the article to the customer.
- B. Create a workflow email alert to send the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: C
Explanation:
Explanation
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
NEW QUESTION # 92
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Chatter feeds
- B. Email to Case
- C. Customer Portal
- D. Self Service Portal
Answer: A
NEW QUESTION # 93
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- C. Set up analytical snapshots to capture key case information and create historical trending reports.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: B,D
Explanation:
Explanation
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.
NEW QUESTION # 94
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- B. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- C. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- D. Configure an Overflow Assignee with a user or queue outside the routing configuration.
Answer: C
NEW QUESTION # 95
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Set up Milestones.
- B. Create an Entitlement Process.
- C. Configure Service Contracts.
- D. Enable Work Orders.
Answer: A,B
Explanation:
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 96
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 97
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Once individuals have passed the Salesforce CRT-261 certification exam, they will have demonstrated their expertise in using the Service Cloud platform and will be recognized as certified Salesforce Service Cloud consultants. Certification Preparation for Service Cloud Consultant certification can help individuals advance their careers, increase their earning potential, and open up opportunities for new job roles in the IT industry.
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