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Salesforce CRT-261 Exam Sample Questions | SPOTO

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Question #1
Universal Containers' contact center manager needs to measure the following metrics:1. Agent productivity 2. Customer satisfactionWhich report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
View answer
Correct Answer: AB
Question #2
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on case criteria
View answer
Correct Answer: C
Question #3
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
A. Optimize queries to reduce the scope of Cases included with each search
B. Create a data retention plan that archives or purges Cases at regular intervals
C. Ask contact center managers to review data each quarter to possibly delete
D. Write an Apex trigger that deletes one case each time a new case is created
View answer
Correct Answer: AB
Question #4
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?
A. Configure, develop, and test the application in a sandbox environment
B. Develop training materials after configuring the application to prepare for user adoption
C. Migrate data to the sandbox environment and verify successful migration
View answer
Correct Answer: A
Question #5
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
View answer
Correct Answer: BD
Question #6
If you delete a case, which two also get deleted? (Choose two answers)
A. Account
B. Solution
C. Event
D. Attachments
View answer
Correct Answer: CD
Question #7
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels. What is the best solution?
A. Create multiple agent console applications and configure the Iayout based on the user's requirements
B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements
C. Create case page layouts for each interaction channel and assign them to different agent profiles
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need
View answer
Correct Answer: B
Question #8
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles
B. Use the Lightning Knowledge Migration Tool and choose 'include files'
C. Use the Files Related List on each article to add files to your articles
D. Post the Files to the Chatter Feed on each Article
View answer
Correct Answer: C
Question #9
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.What is a key consideration when configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
View answer
Correct Answer: C
Question #10
What is a benefit of a customer community? Choose 2 answers.
A. Eliminates the need to track service level agreements
B. Reduces incoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents
View answer
Correct Answer: BC
Question #11
Which search mechanism should be used to find case comments from within the lightning service console?
A. Search utility component
B. Comment search component
C. Comments list view
D. Global search
View answer
Correct Answer: D
Question #12
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A. Create a case report to show all cases across tiers filtered by an escalation flag
B. Create an approval process to ensure only the appropriate cases get escalated
C. Create a case report to show the number of cases for each tier and sort them by case owner
D. Create a custom trigger to generate history when cases get escalated between tiers
View answer
Correct Answer: A
Question #13
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
A. Provide the Service Manager with edit permissions to the standard Knowledge Article views
B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports
C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date
D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date
View answer
Correct Answer: C
Question #14
[Case Management]Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
View answer
Correct Answer: C
Question #15
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
A. Last modified date and frequent search terms
B. Last modified date and number of recent article views
C. Original creation date and average rating of articles
D. Original creation date and total number of article views
View answer
Correct Answer: B
Question #16
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours
B. To automatically assign cases to a specific queue based on the customer support level
C. To assign follow-up tasks to an agent one week after a case is closed
D. To automate business processes for agents who troubleshoot customer support issues via phone
View answer
Correct Answer: D
Question #17
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer
View answer
Correct Answer: A
Question #18
Universal Containers' contact center manager needs to measure the following metrics: Agent productivity Customer satisfactionWhich report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
View answer
Correct Answer: AB
Question #19
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
A. Assignment rules
B. Validation rules
C. Workflow rules
D. Auto-response rules
View answer
Correct Answer: C
Question #20
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 #21
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
View answer
Correct Answer: AB
Question #22
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
A. Run and view Salesforce reports
B. Update case data for a customer
C. Post report information on Chatter
D. Review existing cases for an account
View answer
Correct Answer: AD
Question #23
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
View answer
Correct Answer: B
Question #24
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
View answer
Correct Answer: A
Question #25
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
A. Email to Case
B. Chatter feeds
C. Customer Portal
D. Self Service Portal
View answer
Correct Answer: B
Question #26
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
A. Create a custom web service to handle invoice inserts and updates from the billing system
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
View answer
Correct Answer: D
Question #27
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
View answer
Correct Answer: C
Question #28
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume.In addition, the company needs to report on the metric listed below. Average handle time (AHT) Adherence to service level agreements (SLAs)Which data source would Universal Containers need in order to gather this information? Choose 3 answers
A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)
View answer
Correct Answer: AC
Question #29
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below:1. 2.000 agents are implemented globally 24/7 operations 2. Open case data will be migrated from a legacy system 3. New cases will be created in one system onlyWhich deployment method should be recomended?
A. Migrate case data and deploy to all users at office
B. Migrate agents to Force
C. Deploy in phases using countries as pilots
D. Deploy based on the number of trainers available
View answer
Correct Answer: C
Question #30
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?(Choose 1 answer)
A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use an assignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager
View answer
Correct Answer: D

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