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Salesforce CRT-261 Exam Questions
- Topic 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
- Topic 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
- Topic 3: Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
- Topic 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
- Topic 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
- Topic 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
- Topic 7: Distinguish the key components that contribute to performance optimization within a design
- Topic 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
- Topic 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
- Topic 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
- Topic 11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
- Topic 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
- Topic 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
- Topic 14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
- Topic 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
- Topic 16: Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
- Topic 17: Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. Explain the use cases, capabilities, and limitations of Flow important to case management. Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). Given a scenario, identify the appropriate Service Console features to meet the business need
- Topic 18: Explain how different Service Console features work together to deliver business value
- Topic 19: Given a set of business requirements, describe how a feature should be implemented
Free Salesforce CRT-261 Exam Actual Questions
Note: Premium Questions for CRT-261 were last updated On Aug. 23, 2024 (see below)
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.
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?
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.
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