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CRT-261 Practice Questions

Question # 1

What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

A.

The report chart is added to the Page Layout.

B.

The report is shared with a Chatter Group.

C.

The report is a Summary or Matrix report.

D.

The report contains a chart.

E.

The report has a standard Report Type



C.

The report is a Summary or Matrix report.


D.

The report contains a chart.



Question # 2
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?
A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules



A.

Standard Email-to-Case with assignment rules



Question # 3
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?
A. Implement record types and page layouts.
B. Use Einstein Next Best Action.
C. Configure Path for Cases.
D. Improve Validation Rule messages.


C. Configure Path for Cases.


Question # 4

A client's Support Call Center has seen an increase in call volume on a new product line.
The agents are having problems resolving issues and have been escalating to Tier 2 for
support.
Which action should be taken to reduce the call volumes and escalations?

A.

Create Knowledge Articles and publish internally and publicly.

B.

Configure IVR routing to bypass Tier 1 for the product line.

C.

Configure Omni-channel to assign cases directly to Tier 2.

D.

Create a dashboard to track and manage call volumes by type.



A.

Create Knowledge Articles and publish internally and publicly.



Question # 5

Universal Containers has a single contact center that handles all service requests including
chat, Cases, and web form submissions. It is important that Reps are assigned work evenly
so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A.

Configure Case Assignment Rules

B.

Configure Omni-Channel with Most Available Routing

C.

Configure Live Agent Skills-based Routing

D.

Configure Omni-Channel with Least Active Routing



B.

Configure Omni-Channel with Most Available Routing



Question # 6

A manager would like information on the knowledge base searches conducted by
customers and call center agents. Which two metrics are useful for identifying knowledge
article effectiveness?
Choose 2 answers

A.

Knowledge search query with no results.

B.

Knowledge articles with the lowest rating.

C.

Number of knowledge articles in each data category.



A.

Knowledge search query with no results.


B.

Knowledge articles with the lowest rating.



Question # 7

Universal Containers has built a custom Visualforce page called "Knowledge" that is used
internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after
migrating to Lightning Knowledge?Choose 2 answers

A.

Remove Apex code references to the Article RecordType field.

B.

Configure the Visualforce page to use the Lightning Design System.

C.

Rename the Visualforce page to "Lightning Knowledge"

D.

Remove Apex code references to the ArticleType field.



B.

Configure the Visualforce page to use the Lightning Design System.


C.

Rename the Visualforce page to "Lightning Knowledge"



Question # 8

Universal Containers wants to maintain Service Level Agreements on its customer cases.
Customers are provided different service levels based on their Services agreement. The
VP of Customer Service wants to use Service Cloud to track and ensure senior
management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this
requirement?

A.

Salesforce Console

B.

Entitlements and Milestones

C.

Case Escalation

D.

Case Assignment



B.

Entitlements and Milestones



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Salesforce CRT-261 Exam Dumps

Exam Name: Salesforce Certified Service cloud consultant (WI25)
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  • Total Questions: 198
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