Free Salesforce CRT-261 Exam Dumps and CRT-261 Exam Questions

Question No: 11

MultipleChoice

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to

guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options

AModify the import parameters to specify HTML encoding.

BChange the HTML format first to support subfields.

CCreate an HTML file for each rich text area field.

Question No: 12

MultipleChoice

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Options

ACommunities

BChatter Questions

CPublic Knowledge

DField Service

EMacros

Question No: 13

MultipleChoice

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

Options

AHave agents manually create Users when Community access is requested by Customers.

BHave agents provide Customers with Community registration instructions when working a case.

CIdentify active Customers and send them registration instructions via email.

DSend email notifications to all Customers to join the Community.

Question No: 14

MultipleChoice

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

Options

ACustomer Community

BWeb -to -Case

CLive Agent

DKnowledge Base

EChatter Answers

Question No: 15

MultipleChoice

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Options

AThe specific Quick Action must be added to the Case Feed.

BGlobal Actions need to be on the publisher layout.

CThe specific Quick Action must be added to the Case record page.

DQuick Actions must be enabled in the org.

Question No: 16

MultipleChoice

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

Options

AAssign users to a Permission Set granting the Service User license.

BAssign users to a Permission Set with access to the service console app.

CAssign users the Service User license on their User record.

DAssign users to a Public Group with access to the service console app.

Question No: 17

MultipleChoice

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Options

ASet up Milestones.

BEnable Work Orders.

CCreate an Entitlement Process.

DConfigure Service Contracts.

Question No: 18

MultipleChoice

Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

Options

AAn enterprise resource planning system

BA knowledge management system

CA workforce management system

DA third -party mobile application platform

Question No: 19

MultipleChoice

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

Options

ARun and view Salesforce reports.

BUpdate case data for a customer.

CPost report information on Chatter.

DReview existing cases for an account.

Question No: 20

MultipleChoice

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Options

AAgents can use telephony on a wide range of browsers and operating systems while only developing once.

BDevelopers can embed API calls and processes on web pages to automate call handling processes.

CDevelopers can integrate with any telephony platform available with little to no need for customization.

DAgents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.