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Certification Preparation for Service Cloud Consultant (Salesforce CRT-261) Sample Questions and Answers? | SPOTO

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Question #1
Which three processes are uses case for Visual Workflow? Choose 3 answers
A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation
View answer
Correct Answer: ABD
Question #2
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
View answer
Correct Answer: D
Question #3
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
View answer
Correct Answer: D
Question #4
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 date boundaries from filter criteria
D. Remove dashboards based on long-running reports
View answer
Correct Answer: A
Question #5
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
A. Contact list view edit time
B. Contact report run time
C. Contact view page load time
D. Contact related list load time
View answer
Correct Answer: B
Question #6
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
View answer
Correct Answer: A
Question #7
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
View answer
Correct Answer: ABC
Question #8
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. Data loader, change sets, and Force
B. Force
C. Visual Workflow, data loader, and Force
D. Mass Transfer Records, change sets, and Force
View answer
Correct Answer: B
Question #9
How is the hash mark (e.g., #salesforcE. used in chatter?
A. Indicates the name of a group in which to place the Chatter message
B. Indicates a clickable URL hyperlink
C. Ties the Chatter message to a topic
D. Links the Chatter message to Twitter
View answer
Correct Answer: C
Question #10
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
View answer
Correct Answer: AB
Question #11
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto-response rules
View answer
Correct Answer: BC
Question #12
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.Which solution should a Consultant recommend?
A. RESTful services with GET, POST, or PUT
B. Workflow-driven outbound messaging
C. Schedule batch Apex processing job
D. Visualforce page APEX SOAP async callout
View answer
Correct Answer: B
Question #13
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
A. Restore the data using the available backup
B. Log a Data Recovery case with Salesforce Support
C. Use Data Loader to delete the corrupt data
D. Manually update the corrupt data to correct it
View answer
Correct Answer: B
Question #14
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
A. Implement Quick Text
B. Enable the Support Process for default email templates
C. Implement Macros
D. Implement Email-To-Case
E. Enable the support setting for default email templates
View answer
Correct Answer: ACE

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