Salesforce CRT-261 Question Answers

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Question # 1

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended? 
 

A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.

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Question # 2

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels? 
 

A. The Approval Process will automatically Publish.
B. Approve articles from the Knowledge approval page to Publish.
C. Agents must click Publish after the Approval Process.
D. Set the final approval action to “Lock the record for editing”.

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Question # 3

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements? 
 

A. Email-to-case
B. Social Customer Service
C. Chat
D. Web-to-case

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Question # 4

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements? 
 

A. Recent Items set to Account object.
B. History Utility in the Utility bar.
C. Actions & Recommendations component.
D. Screen flow launched from a global action.

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Question # 5

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. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.

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Question # 6

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size. 
 

A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case

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Question # 7

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. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.

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Question # 8

Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend? 
 

A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing

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Question # 9

Universal Containers wants to unify channels and manage agent workload with Omni- Channel routing. What required step Should a consultant address before configuring Omni Channel? 
 

A. Customize service channel settings to define how the organization receives work fromvarious
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

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Question # 10

universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds. Which 3 best practices should a consultant recommend? 
 

A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type

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Salesforce CRT-261 Frequently Asked Questions