Salesforce Salesforce Certifications CRT-251 Questions & Answers

• Question 191:

  Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working in 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

  Which recommendation should the Consultant make in anticipation of higher call volume?

  A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls.

  B. Set up telephony integrations using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

  C. Set up IVR with an automated response for customers affected by the recall to deflect calls.

  D. Set up a customer survey for customers calling into identify the severity and impact of the recall.

  Correct Answer: A

• Question 192:

  Universal containers wishes to track relationships between its customers. For example, some customers are suppliers for other customers.

  What should a consultant recommend to track multiple customer relations?

  A. Add the related company to the first company's partner related list, with supplier as a value.

  B. Add the related company to the first company's custom supplier lookup field as a value

  C. Add the related company to the first company's contact roles related list, with supplier as a value

  D. Add the related company to the first company's account team, with supplier as the role

  Correct Answer: A

• Question 193:

  Cloud Kicks is considering using person Accounts to manage costumers, while using business Accounts to manage companies. What should the Consultant advise?

  A. Person Accounts cannot be related to Accounts in a hierarchy.

  B. Person Accounts can be disabled from Setup.

  C. Account hierarchy allows person Accounts.

  D. Person Accounts can only be child Accounts.

  Correct Answer: A

• Question 194:

  Universal Containers is developing its strategy for supporting their customers on social media sites. The company's requirements include the ability to: - Monitor Facebook fan page for new posts and comments from customers - Link new posts and comments to an existing customer record - Respond to posts from the existing Salesforce Console for Service - Create and link social personas to contacts What should a consultant recommend to meet these requirements?

  A. Enable Salesforce social profile on contacts

  B. Enable Social Customer Service

  C. Integrate facebook to its existing Customer Community

  D. Create a Force.com app for Facebook monitoring

  Correct Answer: A

• Question 195:

  What is a capability of Data Loader? Choose 2 answers.

  A. Ability to prevent importing duplicate records.

  B. Ability to export field history data.

  C. Ability to extract Organization and configuration data.

  D. Ability to run one time or scheduled data loads.

  Correct Answer: BD

• Question 196:

  Universal Containers is implementing Salesforce and plans to migrate several marketing campaigns from a legacy system. Which approach would a consultant recommend to ensure that the campaign and campaign member data is accurately maintained?

  A. Create external ID fields for campaigns, leads, and contacts

  B. Create external ID fields for campaigns, leads, and accounts.

  C. Create external ID fields for campaigns, accounts, and contacts.

  D. Create external ID fields for campaigns, campaign members, and accounts.

  Correct Answer: A

• Question 197:

  The sales representatives at Universal Containers have been experiencing the following Challenges with sales data within their Salesforce application. It has been difficult to effectively reach contacts. There are many duplicate contacts. They are unable to segment account data. What should a consultant recommend to remedy all of these challenges?

  A. Utilize Data.com to flag duplicates and update existing data.

  B. Export contacts and accounts from Data.com and upload using data loader.

  C. Utilize data loader to export data and flag duplicate records.

  Correct Answer: A

• Question 198:

  Cloud Kicks recently completed an implementation of Sales Cloud. CK has trained its users to use the Salesforce Mobile app to access Salesforce from their mobile devices and wants to determine how often the Salesforce Mobile app is being used. What should the consultant recommend?

  A. Use the lightning Usage app to view Mobile activity

  B. Create a custom report type between users and Mobile activity

  C. Create a custom report type between users and Identity Event Logs

  D. Open a case with Salesforce

  Correct Answer: A

• Question 199:

  Universal Containers manages opportunity forecasts using the standard forecast categories in Salesforce customizable forecasting. Each sales stage is aligned with a forecast category. When reviewing the forecast, Universal Containers wants the roll-up of just the opportunities that are in pipeline, best case, and commit. What number in the forecast would provide Universal Containers with the appropriate information?

  A. Pipeline

  B. Pipeline + Best Case

  C. Pipeline + Closed/Won

  D. Pipeline + Commit

  Correct Answer: A

• Question 200:

  The Cloud Kicks Marketing Team purchased a marketing automation tool and are implementing a Lead qualification process. The Sales Director provided key attributes and activity history of the ideal Lead. What can Marketing do with this information to implement an automated solution?

  A. Create reports based off the provided Sales metrics in the marketing automation tool and train Marketing users to identify and qualify Leads

  B. Add fields for all key attributes to the Lead object and make them required

  C. Set up the marketing tool to send any prospects to Salesforce and have Sales Reps assist in the qualification process

  D. Develop the Lead score and grade based off the provided information to automatically determine when a Lead should become qualified

  Correct Answer: D