CRT-261 Online Practice Questions and Answers

Milestones can be added to which three Object types? Choose 3 answers

A. Entitlement

B. Work Order

C. Service

D. Case

E. Account

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection

B. Increased call routing accuracy

C. Reduced issue resolution time

D. Reduced support channels

E. Optimized use of resources

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

A. Service Console Macros

B. Lightning Guided Engagement

C. Path for Cases

D. Lightning Flow Component

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, milestones, milestone actions, and entitlements

B. Entitlement processes, contracts, contract line Items, and entitlements

C. Entitlement processes, contract line items, milestones, and entitlements

D. Entitlement processes, contracts, milestones, and milestone actions

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

A. Enable the self-service portal to generate logins for the hospital staff by region.

B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C. Design a custom object to track credit requests and route them regionally using assignment rules

D. Use cases to track the credit requests and route than to regional teams using assignment rules

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A. Allow agents to create Knowledge articles when closing a case.

B. Require agents to create Knowledge articles when opening a case.

C. Add the Submit Feedback button to articles.

D. Add the Submit Feedback button on the Solutions tab.

UC's service center needs to provide support for a new product line. The product manager would like to be

notified whenever a customer reports a new defect. Which solution should a consultant recommend to

meet this requirement?

(choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue

B. Use Chatter case feed and case teams to monitor cases

C. Use an assignment rule to assign new cases to the product manager

D. Use a workflow rule to send an email to the product manager

Customer support agents want the ability to view customer related information along with case information

on all cases except product related cases. For product related cases, the agents want to view product

information alongside case information.

How should the console be configured to satisfy this requirement?

A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

B. Train users to scroll through the case page layout to look for product related information or customer-related information based on case type

C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

A. A separate .csv import file is uploaded for each data category

B. Attachments and .html files must be referenced in a corresponding .zip file

C. Each article must be associated to an article type

D. One .csv import file is uploaded for all article types

E. A separate .csv import file is uploaded for each article type

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 list view edit time

B. Contact report run time

C. Contact view page load time

D. Contact related list load time