Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 211:

  A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

  A. Create Knowledge Articles and publish internally and publicly.

  B. Configure IVR routing to bypass Tier 1 for the product line.

  C. Configure Omni-channel to assign cases directly to Tier 2.

  D. Create a dashboard to track and manage call volumes by type.

  Correct Answer: A

• Question 212:

  Which three are characteristics of Visual Workflow? Choose 3 answers

  A. Apex code must be used to update fields in the database.

  B. Elements can be used to pass data to legacy systems.

  C. Apex code must be used to pass data to legacy systems.

  D. Only one version of a flow can be activated at a time.

  E. Elements can be used to update fields in the database.

  Correct Answer: ABD

• Question 213:

  Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers

  A. Omni-Channel

  B. Page Layouts

  C. Record Types

  D. Support Processes

  E. Article Types

  Correct Answer: ACD

• Question 214:

  Universal Containers wants to provide its resellers a secure portal where they can manage their customer

  accounts, submit and track the status of their cases, and view reports and dashboards.

  Which solution should a consultant recommend?

  A. Employee Community

  B. Partner Community

  C. Reseller Community

  D. Customer Community

  Correct Answer: B

• Question 215:

  Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

  A. Process Builder

  B. Lightning Knowledge

  C. Macros

  D. Visual Workflow

  Correct Answer: A

• Question 216:

  Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the Consultant recommend to address this requirement?

  A. Salesforce Console

  B. Entitlements and Milestones

  C. Case Escalation

  D. Case Assignment

  Correct Answer: B

• Question 217:

  Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

  A. Omni-channel Skills-based routing

  B. Live Agent Queue-based routing

  C. Omni-channel Queue-based routing

  D. Case Skills-based Assignment Rules

  Correct Answer: B

• Question 218:

  How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  A. Omni-Channel Utility Component

  B. Cases report sorted by Rep and Case Owner

  C. Cases report sorted by Rep and Case CreatedDate

  D. Omni-Channel Supervisor tab

  Correct Answer: D

• Question 219:

  Which method can be used to route cases from social channels?

  A. use Twitter-to-case and add workflow rules to the case object.

  B. Enable Social Customer Service and add assignment rules to the case object.

  C. Enable Social Network Profile and add workflow rules to the contact object.

  D. Enable Social Network Profile and add assignment rules to the case object.

  Correct Answer: B

• Question 220:

  What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

  A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

  B. Plan and communicate the deployment to all users of the organization in advance.

  C. Select a window of time when users will NOT be making changes to the organization.

  D. Ensure all users refrain from logging into production for an entire day prior to deployment.

  E. Migrate a test deployment to a staging environment for a smoother real-life experience.

  Correct Answer: BCE