Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 231:

  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.

  Correct Answer: B

• Question 232:

  Universal Containers needs to provide contact center agents with access to a customer's payment history

  if the call concerns a billing problem. The following considerations need to be taken into account:

  Billing problems account for less than 5% of calls.

  Billing data is stored in an external system containing over 20 million records.

  Agents do not want to maintain separate login sessions for Salesforce and the billing system.

  Which two solutions should a consultant recommend? Choose 2 answers

  A. Use Lightning Connect to connect and access data in real-time from the billing system.

  B. Import payment data into Salesforce and add to the contact page layout as a related list.

  C. Create a Visualforce page that retrieves payment information via a Web Service call-out.

  D. Create a custom tab of type URL that displays a search page from the billing system.

  Correct Answer: CD

• Question 233:

  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.

  Correct Answer: B

• Question 234:

  Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate

  the quality of the articles being produced.

  What should the Consultant recommend to gather information on Knowledge article usefulness?

  A. Contact Salesforce to send a report on article efficacy.

  B. Send out a monthly survey to customers requesting feedback.

  C. Install Knowledge Base Dashboards and Reports AppExchange package.

  D. Create a group of super users that will evaluate and manage articles.

  Correct Answer: C

• Question 235:

  Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

  A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

  B. Enable the Knowledge sidebar related list on the case page layout.

  C. Enable the Knowledge sidebar setting in the case support settings.

  D. Create a Visualforce page called Knowledge sidebar on the case page layout.

  Correct Answer: D

• Question 236:

  A contact center manager wants to measure improvements to operations after the implementation of a

  new workforce management system.

  Which two metrics can be used to assess the success of the new workforce management system?

  Choose 2 answers

  A. Number of calls offered

  B. Agent utilization

  C. Quality monitoring score

  D. Schedule adherence

  Correct Answer: BD

• Question 237:

  Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers

  A. Increased call deflection

  B. Increased call routing accuracy

  C. Reduced issue resolution time

  D. Reduced support channels

  E. Optimized use of resources

  Correct Answer: CDE

• Question 238:

  A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers

  A. customer satisfaction Survey

  B. Customer Purchase History

  C. Customer Support Requests

  D. Net promoter Score

  E. Service Level Agreement

  Correct Answer: ABD

• Question 239:

  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.

  Correct Answer: A

• Question 240:

  Universal Containers is launching a full line of new products and Service Cloud should support the

  following requirements:

  Agents need to collaborate with other teams.

  The product development team needs to be alerted on high-priority cases for specific products.

  Which solution will meet these requirements?

  A. Use Process Builder for notifications and case teams to monitor cases.

  B. Use Process Builder for notifications and account teams to monitor cases.

  C. Use escalation rules for notifications and account teams to monitor cases.

  D. Use escalation rules for notifications and case teams to monitor cases.

  Correct Answer: A