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CRT-261 Questions Prepare with Learning Information
NEW QUESTION # 84
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 a page layout for each article 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 an article action for each record 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
Answer: D
NEW QUESTION # 85
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Knowledge base
- B. Customer community
- C. Automatic call distribution
- D. Service cloud console
Answer: A,B
NEW QUESTION # 86
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to search a knowledge base.
- B. Allows customers the ability to collaborate
- C. Allows customers to customize reports and dashboards
- D. Allows customers to customize their user interface
Answer: A,B
NEW QUESTION # 87
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Customer Community
- B. Lightning Service Console
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION # 88
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Lightning Component
- B. Case queues
- C. Direct Messaging
- D. Contact Request flow
Answer: B
NEW QUESTION # 89
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Chatter group and invite the customer to join with an external chatter user.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Create a Visualforce page on the customer community portal.
Answer: C
NEW QUESTION # 90
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Use a second Console session.
- C. Define a custom List View.
- D. Keep all open in tabs.
Answer: A
NEW QUESTION # 91
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Configure Macros
- B. Console Keyboard Shortcuts
- C. Collapsible Sidebar Components
- D. Multiple Monitors Components
Answer: A
NEW QUESTION # 92
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A mashup integration on the Account page to a third-party mapping service
- B. An outbound message to a middleware platform to provide map details
- C. A Web Service call-out that retrieves map details from the backend system
- D. A custom tab of type URL that displays a map image of customer location
Answer: A
NEW QUESTION # 93
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION # 94
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Customer is shown the new Representative's Name
- B. Both Service Reps can chat with the Customer.
- C. The Customer does not know they were transferred.
- D. The Chat Transcript and Case are transferred.
Answer: A,D
NEW QUESTION # 95
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Interactive voice response
- C. Skills -based routing
- D. Workforce management
Answer: C
NEW QUESTION # 96
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case notes related list
- B. Case Chatter feed
- C. Case activity feed
- D. Social Post record
Answer: D
NEW QUESTION # 97
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Support Processes
- B. Approval Processes
- C. Record Types
- D. Support Types
Answer: A,C
NEW QUESTION # 98
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. Cleanse the data outside of Salesforce and then migrate the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: B
NEW QUESTION # 99
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- C. An organization-wide default of Public Read/Write on the Case object.
- D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Answer: A
NEW QUESTION # 100
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Scheduled flow
- C. Apex Trigger
- D. Quick Action
Answer: D
NEW QUESTION # 101
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