Free Salesforce CRT-261 Exam Dumps and CRT-261 Exam Questions

Question No: 1

MultipleChoice

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its

Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

Which approach should the consultant recommend to start AI efforts at CK?

Options

AConfirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

BReview and address Case data issues and set up Einstein Classification Apps.

CReview and address Case data issues and set up Einstein Article Recommendations.

Question No: 2

MultipleChoice

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred

language and have the right knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?

Options

AConfigure Omni-Channel Skills-Based Routing.

BConfigure Case Assignment rule and Omni-Channel Supervisor.

CConfigure Omni-Channel Queve-Based Routing.

Question No: 3

MultipleChoice

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.

Which benefit can be expected?

Options

AReduced issue resolution time

BReduced first contact resolution time

CReduced post-interaction time

Question No: 4

MultipleChoice

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to

guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options

AModify the import parameters to specify HTML encoding.

BChange the HTML format first to support subfields.

CCreate an HTML file for each rich text area field.

Question No: 5

MultipleChoice

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Options

ACommunities

BChatter Questions

CPublic Knowledge

DField Service

EMacros

Question No: 6

MultipleChoice

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

Options

AHave agents manually create Users when Community access is requested by Customers.

BHave agents provide Customers with Community registration instructions when working a case.

CIdentify active Customers and send them registration instructions via email.

DSend email notifications to all Customers to join the Community.

Question No: 7

MultipleChoice

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

Options

ACustomer Community

BWeb -to -Case

CLive Agent

DKnowledge Base

EChatter Answers

Question No: 8

MultipleChoice

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Options

AThe specific Quick Action must be added to the Case Feed.

BGlobal Actions need to be on the publisher layout.

CThe specific Quick Action must be added to the Case record page.

DQuick Actions must be enabled in the org.

Question No: 9

MultipleChoice

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Options

AAssign users to a Permission Set granting the Service User license.

BAssign users to a Permission Set with access to the service console app.

CAssign users the Service User license on their User record.

DAssign users to a Public Group with access to the service console app.

Question No: 10

MultipleChoice

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Options

ASet up Milestones.

BEnable Work Orders.

CCreate an Entitlement Process.

DConfigure Service Contracts.