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Salesforce CRT-261 Exam Questions
- Topic 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
- Topic 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
- Topic 3: Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
- Topic 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
- Topic 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
- Topic 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
- Topic 7: Distinguish the key components that contribute to performance optimization within a design
- Topic 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
- Topic 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
- Topic 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
- Topic 11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
- Topic 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
- Topic 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
- Topic 14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
- Topic 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
- Topic 16: Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
- Topic 17: Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. Explain the use cases, capabilities, and limitations of Flow important to case management. Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). Given a scenario, identify the appropriate Service Console features to meet the business need
- Topic 18: Explain how different Service Console features work together to deliver business value
- Topic 19: Given a set of business requirements, describe how a feature should be implemented
Free Salesforce CRT-261 Exam Actual Questions
Note: Premium Questions for CRT-261 were last updated On Apr. 19, 2025 (see below)
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.
Universal Containers 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.
Which solution should a consultant recommend to meet this requirement?
To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction.
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