2024 Updated Salesforce CRT-261 Certification Study Guide Pass CRT-261 Fast
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NEW QUESTION # 22
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Visibility and accesst to the work order records
- B. Accoun team relationship to the primary contact
- C. Total number of accound and contact records in the database
- D. Case closure rules on the original case
- E. Work order and customer contact escalation requiements
Answer: A,D,E
Explanation:
These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
work_orders_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
case_escalation_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.sharing_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5
NEW QUESTION # 23
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Chatter Answers
- B. Live Agent
- C. Knowledge Base
- D. Web -to -Case
- E. Customer Community
Answer: A,C,E
NEW QUESTION # 24
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Uncovers gaps in the knowledge base
- B. Reduces incoming call volume
- C. Replaces the need for an email channel
- D. Eliminates tracking of customer entitlements
Answer: A,B
NEW QUESTION # 25
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
Answer: B
NEW QUESTION # 26
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
- A. Add the utility bar to the app.
- B. Configure the CTI Adapter.
- C. Enable the Lightning Console.
Answer: B
Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
NEW QUESTION # 27
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Access to custom objects
- B. Better reporting
- C. Simpler and easier to configure
- D. Branded site
Answer: A,B,D
NEW QUESTION # 28
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Private
- B. Read/Write
- C. Visible in Portal
- D. Read Only
Answer: B
Explanation:
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.case_teams_access_levels.htm&type=5
NEW QUESTION # 29
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Change Sets
- B. Manual configuration
- C. Mass Transfer Records
- D. Data Loader
Answer: A
Explanation:
Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview
NEW QUESTION # 30
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Workflow rules
- B. Escalation rules
- C. Auto-response rules
- D. Case teams
Answer: A,D
NEW QUESTION # 31
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
- A. Use Omni-Channel Supervisor to monitor agents' chat sessions.
- B. Use Einstein Chat Insight to identify areas to improve.
- C. Use an Einstein Bots Chat to handle common issues.
- D. Use skills-based routing in Salesforce Messaging.
Answer: B
Explanation:
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: : https://help.salesforce.
com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.snapins_chat_insights_setup.htm&type=5
NEW QUESTION # 32
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users are assigned the Chat feature license.
- B. Verify that users have access to the Chat buttons.
- C. Verify that users have access to the Chat public group.
- D. Verify that users are assigned the Chat user profile
Answer: A
Explanation:
Explanation
Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses
NEW QUESTION # 33
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- D. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Answer: D
Explanation:
Ensuring that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: Service Cloud Consultant Certification Guide & Tips, Article Types Overview
NEW QUESTION # 34
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Reports and Dashboards
- C. Service Contracts
Answer: A
Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.
NEW QUESTION # 35
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A. Share the Folder with Quick text for each language.
- B. Use translation Workbech to localize each Quick Text.
- C. Share each Quick Text individually to Public Groups.
- D. Set the Organization-Wide default to Public Ready Only.
Answer: A
Explanation:
Explanation
Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service.
Verified References:
: Quick Text Overview
: Share Quick Text Using a Folder in Lightning Experience
: Translate Quick Text
NEW QUESTION # 36
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Assets
- C. Service contracts
- D. Cases
Answer: C
NEW QUESTION # 37
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?
- A. Case Management
- B. Entitlements
- C. Service Contracts
Answer: B
Explanation:
To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.
NEW QUESTION # 38
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Standardize all rows to match Salesforce data types.
- B. Install the Data Quality Analysis Dashboards from the AppExchange.
- C. Deduplicate the data before importing into Salesforce,
- D. Import the records and use Duplicate Management.
- E. Import the records and create a workflow rule to change the data type.
Answer: A,B,C
Explanation:
Explanation
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5
NEW QUESTION # 39
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Search Utility Component
- D. Comment Search Component
Answer: A
NEW QUESTION # 40
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