2023 Realistic CRT-261 100% Pass Guaranteed Download Exam Q&A
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NEW QUESTION # 63
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Deploy Pre-Chat form
- B. Configure LiveMessage
- C. Create quick actions
- D. Activate quick test
Answer: A,D
NEW QUESTION # 64
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer
- A. Create publication teams with article managers and assign each team to specific publication states.
- B. Create public groups with article managers and assign each group to specific publication states.
- C. Create publication teams with article managers and assign each team to specific article actions.
- D. Create public groups with article managers and assign each group to specific article actions.
Answer: D
NEW QUESTION # 65
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Partial sandbox for the DR exercise
- B. Use a Developer Pro sandbox for the DR exercise
- C. Use a Full copy sandbox for the DR exercise
- D. Allow the exercise to be done in a Production instance
Answer: C
NEW QUESTION # 66
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
- A. Assign users to a Public Group with access to the service console app.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set granting the Service User license.
- D. Assign users to a Permission Set with access to the service console app.
Answer: B,D
NEW QUESTION # 67
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of successful keyword searches.
- B. Number of content packs attached to cases.
- C. Number of Chatter files attached to cases.
- D. Number of articles associated to cases.
- E. Number of published article views.
Answer: A,C,D
NEW QUESTION # 68
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Open CTI
- C. Local Presence
- D. Macros
Answer: A
NEW QUESTION # 69
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Add History to the Utility bar.
- C. Define a custom List View.
- D. Keep all open in tabs.
Answer: B
NEW QUESTION # 70
Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers
- A. Where call center support agents are located.
- B. How information should be categorized.
- C. Who can approve and manage the information published.
- D. When the knowledge maintenance window is available.
- E. What types of information they need to publish.
Answer: B,C,E
NEW QUESTION # 71
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create an article action for each record type; assign record types to service agents.
- B. Create a page layout for each record type; assign layouts to service agents.
- C. Create a data category for each product; assign data categories to service agents.
- D. Create a permission set for each record type; assign permissions to service agents.
Answer: C
NEW QUESTION # 72
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Enable suggested artciels in the community
- B. Define article types with sharing settings
- C. Utilize topic tags for each product type
- D. Set the visibility to the data categories
Answer: C
NEW QUESTION # 73
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. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Leverage Live Agent for web-based chat.
Answer: B,D
NEW QUESTION # 74
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Data Category to assign an article record type to a Reviewer.
Answer: A,C
NEW QUESTION # 75
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Project milestones
- B. Solution design document
- C. Requirements traceability matrix
- D. Project kickoff presentation
Answer: A,D
NEW QUESTION # 76
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- B. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Answer: D
NEW QUESTION # 77
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. Remove Apex code references to the ArticleType field.
- C. Rename the Visualforce page to "Lightning Knowledge"
- D. Configure the Visualforce page to use the Lightning Design System.
Answer: C,D
NEW QUESTION # 78
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Is available for users in the partner portal
- B. Allows Chatter Messenger to be used between agents
- C. Indicates when records and lists are changed by others
- D. Displays records and their related items as tabs on one screen
Answer: B,D
NEW QUESTION # 79
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Data Import Wizard
- B. Data Loader
- C. Mass Transfer Records
- D. Change Sets
Answer: C,D
NEW QUESTION # 80
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites and High-Volume Customer Portal
- B. Force.com Sites with Knowledge and Web-to-Case
- C. Visualforce and Self-Service Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: A
NEW QUESTION # 81
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Provide additional training on tools and process
- C. Mix telephony interactions with email and chat
- D. Allow shift trading between agents
Answer: A,D
NEW QUESTION # 82
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: D
NEW QUESTION # 83
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?
- A. Milestone Actions
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
Answer: B
NEW QUESTION # 84
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