Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 81:

  A Contact Center Manager is implementing a new customer care program and wants to specifically

  measure customer loyalty.

  Which measure can satisfy this requirement?

  A. Customer Satisfaction

  B. Customer Engagement Score

  C. Net Promoter Score

  D. Service-Level Measure

  Correct Answer: C

• Question 82:

  The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product?

  A. Create an article action for each record type and assign them to each team based on their product specialization

  B. Create a permission set for each record type and assign them to each team based on their product specialization

  C. Create a page layout for each article type and assign them to each team based on their product specialization

  D. Create a data category for each product and assign them to each team bases on their product specialization

  Correct Answer: D

• Question 83:

  A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet this requirement?

  A. Lightning Service Console

  B. An AppExchange Solution

  C. Field Service Lightning

  D. Customer Community

  Correct Answer: C

• Question 84:

  Business Users have requested that the salesforce administrator allow agents to view a list of cases in the

  console while agents work through their cases. This will allow agents to identify urgent cases that need to

  be worked on.

  How should this be accomplished?

  A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

  B. Build a customer visual force page with the list view and assign it to the console sidebar.

  C. Configure the case list under custom console components so users can view the list view along with the case view

  D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view

  Correct Answer: A

• Question 85:

  Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance

  A. Bulk Data Transfer API

  B. Java Language Specific Toolkit

  C. Data Integration via SOAP API

  D. Cloud-to-Cloud Integration Toolkit

  Correct Answer: A

• Question 86:

  Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers

  A. Configure call center definition

  B. Deploy Call Center Directory

  C. Install CTI adapter using open CTI

  D. Configure IVR auto response

  E. Assign users to a call center

  Correct Answer: ACE

• Question 87:

  Universal Containers had tech support and general customer teams that use unique service console

  applications.

  Which two configuration should a consultant use when deploying the console?

  A. Assign user to public group with access to the service console app

  B. Assign users a permission with access to the service console app

  C. Assign users a sharing rule with access to the service console app

  D. Assign users a profile with access to the service console app

  Correct Answer: BD

• Question 88:

  The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant recommend?

  A. Create a report using the Case Lifecyle report type

  B. Create a report using the Case age report type

  C. Create a report using the Case snapshot report type

  D. Create a report using the Case historical trending report type

  Correct Answer: A

• Question 89:

  A Global company requires public documents to be translated into multiple languages. Which implementation should the consultant recommend?

  A. Lightning Knowledge

  B. Classic Knowledge

  C. Salesforce Content

  D. Salesforce Files

  Correct Answer: B

• Question 90:

  A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?

  A. The Customer is shown the new Rep's name

  B. Both Service Reps can chat with the customer

  C. The chat transcripts and case are transferred

  D. The Customer doesn't know they were transferred

  Correct Answer: AC