Salesforce CRT-261 Deluxe Study Guide with Online Test Engine
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NEW QUESTION 70
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
- A. Escalation rule to ignore business hours based on case criteria
- B. Validation rules on case process field
- C. Workflow rule
Answer: A
NEW QUESTION 71
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. Schedule adherence
- B. Number of calls offered
- C. Quality monitoring score
- D. Agent utilization
Answer: A,D
NEW QUESTION 72
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Enable service contracts and entitlements
- B. Leverage Live Agent for web-based chat
- C. Implement Service Cloud console to support agents
- D. Implement Salesforce Knowledge on a portal
Answer: B,D
NEW QUESTION 73
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. Use the Salesforce import wizard to load and cleanse the data.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Cleanse the data outside of Salesforce and then migrate the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: C
NEW QUESTION 74
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Topics for each Knowledge article.
- B. Define Data Categories with Custom Visibility.
- C. Define Article Types with Public Sharing Settings.
- D. Define a Custom Field to identify the Subject.
Answer: A
NEW QUESTION 75
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Set up interaction logs and assign them to user profiles.
- B. Customize highlights panels for all objects.
- C. Assign users the Service Cloud User feature license.
- D. Set up users and assign them to a queue.
- E. Customize case list views.
Answer: A,B,C
NEW QUESTION 76
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Reduce the number of fields displayed
- C. Remove filter criteria from the views
- D. Filter the views by case owner
Answer: B,D
NEW QUESTION 77
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Partner portal
- C. Enterprise admin
- D. Service Cloud portal (Customer Community)
Answer: A
NEW QUESTION 78
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- B. Configure the agent console and display the articles, case view, and external system custom object
- C. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- D. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
Answer: A
NEW QUESTION 79
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FaQ record type
- B. Add Authors to the FaQ Data Category.
- C. Grant Authors access to the FAQ article type.
- D. Set article Org Wide Default to Public ReadWrite.
Answer: A
NEW QUESTION 80
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: B
NEW QUESTION 81
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case custom reports
- C. Case assignment rules
- D. Case dashboards
Answer: A,C
NEW QUESTION 82
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Identify those cases and assign to the closure team
- C. Supervisors to investigate those cases
- D. Use escalation rule to send an email
Answer: B,C
NEW QUESTION 83
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom report
- B. Create a custom Visualforce page
- C. Create a custom view on the Case tab
- D. Create a custom related list on the case
Answer: D
NEW QUESTION 84
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create separate data category groups for each division and assign the category to a division profile.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION 85
Which solution can be used to improve call deflection?
- A. Knowledge base
- B. Community forum
- C. Assignment rules
- D. Case routing
- E. Web chat
Answer: E
NEW QUESTION 86
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Field validation during case creation
- B. Cross-sell promotions for agents
- C. Caller verification and creation of a new case
- D. Decision-based troubleshooting for agents
- E. Assignment of email to a case queue based on subject
Answer: B,C,D
NEW QUESTION 87
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. Assign users to a call center
- B. Configure IVR auto response
- C. Install CTI adapter using open CTI
- D. Configure call center definition
- E. Deploy Call Center Directory
Answer: A,C,D
NEW QUESTION 88
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Escalation Rules
- B. Public Groups
- C. Mass Email
- D. Chatter Groups
Answer: D
NEW QUESTION 89
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Force.com migration tool, Force.com IDE, and change sets
- D. Visual Workflow, data loader, and Force.com IDE
Answer: C
NEW QUESTION 90
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- C. Approval process CANNOT allow publishing of articles that have specific validation statuses
- D. Article permission sets allow agents to participate in the article publishing process
Answer: D
NEW QUESTION 91
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove unnecessary columns from the reports.
- C. Remove dashboards based on long-running reports.
- D. Remove date boundaries from filter criteria.
Answer: A
NEW QUESTION 92
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. An AppExchange package
- C. web-to-Case
- D. Email-to-Case
Answer: A
NEW QUESTION 93
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All open Cases by Priority
- C. All Cases closed Month-to-date
- D. All open cases by Channel
- E. All Cases by Customer
Answer: A,B,D
NEW QUESTION 94
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