CRT-261 exam

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A . Create a case assignment rule to ensure cases are owned by a user when closed.
B . Use a data tool to update the owner field on closed cases.
C . Create a Process Builder and Flow to change the owner on closed cases.
D . Create a case validation rule to ensure cases are owned by a user when closed.

View Answer

Answer: A,B

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?
A . Contact Salesforce to send a report on article efficacy.
B . Send out a monthly survey to customers requesting feedback.
C . Install Knowledge Base Dashboards and Reports AppExchange package.
D . Create a group of super users that will evaluate and manage articles.

View Answer

Answer: C

Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
A . Route cases to agents in an alternate center.
B . Disable the Interactive Voice Response system.
C . Deliver training on case handling for contingent staff.
D . Update the case status field values.
E . Monitor service level agreements (SLAs) and notify customers.

View Answer

Answer: A,C,E

What are two design considerations for a Live Agent implementation? Choose 2 answers
A . Chat Visitor Browser
B . Chat Window Title
C . Chat Character Limit
D . Idle Connection Timeout

View Answer

Answer: A,D

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers
A . Visual Workflow
B . Lightning Guided Engagement
C . Quick Text
D . Macros

View Answer

Answer: C,D

Universal Containers wants to implement a new web presence to support its customers.

It has provided the following requirements:

– Ability for visitors to search Knowledge articles without registering or logging in

– Ability for over one million registered customers to securely submit cases and view the status of those cases

– Ability to display white papers to registered customers

– Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?
A . Implement Partner Communities with Knowledge.
B . Implement Customer Communities with Content.
C . Implement Employee Communities with Content.
D . Implement Customer Communities with Knowledge.

View Answer

Answer: D

A company has these requirements for dealing with Cases:

– Handled efficiently and by the right agents

– Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
A . Route to agents with the most cases closed for that topic.
B . Route to agents staffing the assigned overflow queues.
C . Route to agents with the least amount of active assigned work.
D . Route to agents with the most capacity to take on new work.

View Answer

Answer: C,D

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
A . Cleanse the data outside of Satesfbrce and then migrate the data.
B . Use the Salesforce data loader to load and cleanse the data.
C . Use the Salesforce import wizard to load and cleanse the data.
D . Upload the data into Salesforce and then run data cleansing tools.

View Answer

Answer: A

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers
A . Users must use Lightning Experience.
B . Publisher Actions used in the macros must be on the page layout.
C . The Macros widget or utility must be added to the console.
D . The Run Macros Permission must be granted to users.
E . The Run Macros Action must be on the page layout.

View Answer

Answer: A,B,D

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?
A . Customer Community
B . Field Service Lightning
C . SOS Video Chat
D . Salesforce Knowledge

View Answer

Answer: C