CRT-261 Online Practice Questions and Answers

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. Customer Community

C. Automatic Call Distribution

D. Service Cloud Console

Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A. Contacts

B. Products

C. Service contracts

D. Case history

Field engineers often need to access current inventory levels of products the customer has purchased

while at customer sites.

Which solution should a Consultant recommend to meet this requirement?

A. Implement Field Service Lightning.

B. Integrate with an enterprise resource planning system.

C. Develop and publish a knowledge management system

D. Configure Visual Flows on Salesforce mobile.

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete. What should the Agent recommend to minimize costs?

A. Assign a single agent to create the activities on all new onboarding cases.

B. Provide a macro that will automatically create the activities when executed.

C. Add an object-specific custom quick action to create new activities.

D. Hire a certified developer to write an apex trigger that creates each new activity.

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Create the data categories and set up the data category values.

B. Set up a zip file that contains the CSV, HTML, and image files.

C. Create the custom fields for the slide type

D. Set up the article actions and assign publishers to each action

E. Set the publication status of the article tame to draft status

A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

A. Report on the articles attached in cases.

B. Report on articles followed in Chatter.

C. Report on agent ratings on articles

D. Report on agent feedback on articles

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A. Articles appearing in the Knowledge sidebar

B. Products and assets associated to the case

C. Knowledge articles attached to the case

D. Contract details related to the entitlement

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A. Implement a customer self-service portal

B. Enable agents to transfer calls to other agents

C. Cross-train agents on both product lines

D. Prioritize customer calls based on their SLA

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Create a report that display the # of articles searched during the past 2 months

B. Report displays # of articles associated to data categories during past 2 months

C. Report that displays # of cases with articles attached during the past 2 months

D. Report that displays # of new articles created during the past 2 months

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. On-demand email to case

B. On-demand email to case with sites

C. Email to case with web to case

D. Email to care with Site