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Salesforce CRT-261 Exam Reference
NEW QUESTION 186
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Hide the Article Management tab for users who should have read-only access to articles.
- D. Set the organization-wide default to private and create sharing rules for the FAQ article type
Answer: A,B
NEW QUESTION 187
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 188
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Add these fields to the page layout and add the components to the highlights panel
- C. Add the fields to the page layout and add the fields to the highlights panel.
- D. Remove these fields from the page layout and add the fields to the highlights panel
Answer: C
NEW QUESTION 189
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Enable service contracts and entitlements.
- C. Implement Salesforce Knowledge on a portal.
- D. Leverage Live Agent for web-based chat.
Answer: C,D
NEW QUESTION 190
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Employee Community
- B. Partner Community
- C. Customer Community
- D. Company Community
Answer: C
NEW QUESTION 191
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. Case submitted using chat
- C. On-demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 192
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. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- B. Use the Files Related List on each article to add files to your articles.
- C. Post the Files to the Chatter Feed on each Article.
- D. Upload the files as Documents, then relate them to the migrated Articles.
Answer: B
NEW QUESTION 193
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Case Auto -Response Rules
- B. Visual Workflow
- C. Case Assignment Rules
- D. Omni -Channel
Answer: D
NEW QUESTION 194
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. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Post report information on Chatter.
- D. Update case data for a customer.
Answer: A,B
NEW QUESTION 195
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on agent feedback on articles
- C. Report on the articles followed in Chatter
- D. Report on the articles attached to cases
Answer: A,D
NEW QUESTION 196
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific publication states to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Answer: C
NEW QUESTION 197
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 198
For which purpose should a contact center use Visual Flow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To escalate to the support manager if it has been open for more than 72 hours
- C. To automate business processes for agents who troubleshoot customer support issues via phone
- D. To automatically assign cases to a specific queue based on the customer support level
Answer: C
NEW QUESTION 199
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: B
NEW QUESTION 200
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Publish Articles to external channels
- B. Assign Article types to the Community
- C. Enable Article deliveries
- D. Enable Public Solutions
- E. Configure Content Library permission
Answer: A,B,D
NEW QUESTION 201
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reduces incoming call volume
- C. Replaces the need for an email channel
- D. Uncovers gap in the knowledge base
Answer: B,C
NEW QUESTION 202
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Open cases by reason.
- B. Cases created by type.
- C. Case volume by channel.
- D. Average case stage duration.
Answer: D
NEW QUESTION 203
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 suggested Knowledge articles
- C. Use integrated voice response
- D. Bypass entitlement verification
Answer: B,C
NEW QUESTION 204
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Create an iframe to display the chat window
- B. Enable Chatter Messenger for the organization
- C. Enable Live Agent for the organization
- D. Create user profiles or permission sets
Answer: C
NEW QUESTION 205
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Page Layouts
- B. Record Types
- C. Article Types
- D. Omni-Channel
- E. Support Processes
Answer: B,D,E
NEW QUESTION 206
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Approval Processes
- B. Support Types
- C. Record Types
- D. Support Processes
Answer: C,D
NEW QUESTION 207
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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