CRT-261 Online Practice Questions and Answers

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend to meet the given requirements?

A. Kanban

B. Lightning Platform

C. Agile

D. Waterfall

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first- call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

A. Reduce the cost per call

B. Train support agents

C. Align agent performance goals with KPIs

D. Hire additional support agents

Using Import Wizard, how many Asset records can you import at a time?

A. 1000

B. 5000

C. 50,000

D. 100,000

E. You cannot import Assets via Import Wizard

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

2.000 agents are implemented globally 24/7 operations Open case data will be migrated from a legacy system New cases will be created in one system only

Which deployment method should be recomended?

A. Migrate case data and deploy to all users at office

B. Migrate agents to Force.com Connect Offline during deployment

C. Deploy in phases using countries as pilots

D. Deploy based on the number of trainers available

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product?

A. Create an article action for each record type and assign them to each team based on their product specialization

B. Create a permission set for each record type and assign them to each team based on their product specialization

C. Create a page layout for each article type and assign them to each team based on their product specialization

D. Create a data category for each product and assign them to each team bases on their product specialization

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A. Evolving content-based product lifecycles

B. Creating content as a result of solving issues

C. Rewarding learning, collaboration, sharing and improving.

D. Developing a knowledge base on the experience of an individual

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they

can work more efficiently.

Which two features requires Service Cloud?

A. Open multiple case records as tabs and sub tabs

B. Unique page layouts for each Case Record Type

C. Utility Bar

D. Access to Knowledge Articles

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved?

A. Use a workflow rule with an action

B. Use a validation rule

C. Use a case assignment rule

D. Use an Apex trigger

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A. Data Cleansing

B. Data Normalization

C. Activate data validation rules

D. Data mapping