Salesforce CRT-261 Exam Questions Instant Access

Question 1

[Case Management]

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

APublisher actions are on the page layout.

BAll users have permission to create macros.

CThe Lightning page contains the Run Macros action.

Answer : C

Question 2

[Case Management]

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.

Which solution should the consultant advise that service supervisors use to meet these requirements?

ACreate an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.

BPlace a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

CSet up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

Answer : C

Question 3

[Implementation Strategies]

Cloud Kicks' development team must manage multiple projects that compete for limited

resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

ATest

BDesign

CEnablement

Answer : B

Question 4

[Service Cloud Solution Design]

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

AReview Service Setup Assistant for Web-to-Case.

BReview guidelines and limits for Web-to-Case.

CReview Einstein Conversation Mining for Web-to-Case.

Answer : B

Question 5

[Case Management]

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

ATerritory Rule

BRead-Only

CPrivate

Answer : B

Question 6

[Case Management]

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

APath for Cases

BEscalation Rules

CEinstein Next Best Action

Answer : A

Question 7

[Industry Knowledge]

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

AUse custom labels to manage quick text translations.

BShare a folder with quick text for each translation.

CShare each quick text individually to Public Groups.

Answer : B

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