Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 41:

  Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review is closed, an agent needs to contact the customers to review the activities. Cases can only be closed after the customer review has been completed. Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

  A. Account team relationship to the primary contact

  B. Case closure rules on the original case

  C. Work order and customer contact escalation requirements

  D. Visibility and access to the work order records

  E. Total number of account and contact records in the database

  Correct Answer: BCD

• Question 42:

  Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers

  A. Representing metrics such as first-response and resolution time on cases

  B. Monitoring the case escalation rule queue to confirm service levels are met

  C. Identifying the customer contact associated with a particular stage of a service contract

  D. Displaying whether a case response complies with a customer's service level agreement

  Correct Answer: AD

• Question 43:

  Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

  Which three statements must be considered?

  Choose three answers

  A. A separate .csv import file is uploaded for each data category

  B. Attachments and .html files must be referenced in a corresponding .zip file

  C. Each article must be associated to an article type

  D. One .csv import file is uploaded for all article types

  E. A separate .csv import file is uploaded for each article type

  Correct Answer: BCE

• Question 44:

  The VP of Service at Universal Containers is looking for ways to reduce contact center costs.

  Which two metrics should the Consultant recommend?

  Choose 2 answers

  A. First Call Resolution

  B. Average Handle Time

  C. Service-Level Agreements

  D. Time to Answer

  Correct Answer: AB

• Question 45:

  Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this?

  A. Partial Copy Sandbox

  B. Administrator Sandbox

  C. Developer Pro Sandbox

  D. Full Sandbox

  Correct Answer: ACD

• Question 46:

  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. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

  B. 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.

  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

  D. 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.

  Correct Answer: D

• Question 47:

  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 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 defect call.

  B. Set up telephony integration 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 defect calls.

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

  Correct Answer: C

• Question 48:

  Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

  A. Set up an intuitive Data Category hierarchy

  B. Restrict the Manage Articles user permission

  C. Enable and configure wildcards for article searches

  D. Require that an article be added when closing a case

  Correct Answer: AB

• Question 49:

  Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go- live. Which approach should the Consultant use for data migration?

  A. Prepare, Plan, Text, Execute, Validate

  B. Prepare, Plan, Validate, Execute, Text

  C. Plan, Prepare, Test, Execute, Validate

  D. Plan, Prepare, Validate, Execute, Text

  Correct Answer: C

• Question 50:

  Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they

  can work more efficiently.

  Which two features requires Service Cloud?

  A. Open multiple case records as tabs and sub tabs

  B. Unique page layouts for each Case Record Type

  C. Utility Bar

  D. Access to Knowledge Articles

  Correct Answer: BD