CRT-261 Practice Test Questions Answers Updated 349 Questions
CRT-261 dumps & Salesforce Service Cloud Consultant Sure Practice with 349 Questions
NEW QUESTION 63
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Supervisors to investigate those cases
Answer: B,D
NEW QUESTION 64
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Publish articles to the Web using Salesforce Publisher.
- B. Display articles with HTML, images, and links.
- C. Display articles in a public knowledge base.
- D. Display articles in Salesforce Answers.
Answer: B,C
NEW QUESTION 65
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. Add History to the Utility bar.
- B. Keep all open in tabs.
- C. Use a second Console session.
- D. Define a custom List View.
Answer: A
NEW QUESTION 66
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Least Active Routing
- B. Configure Live Agent Skills-based Routing
- C. Configure Omni-Channel with Most Available Routing
- D. Configure Case Assignment Rules
Answer: C
NEW QUESTION 67
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Customer Community
- B. Web-to-Case
- C. Case Assignment Rules
- D. Embedded Chat Service
Answer: D
NEW QUESTION 68
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION 69
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A custom tab of type URL that displays a map image of customer location
- B. An outbound message to a middleware platform to provide map details
- C. A mashup integration on the Account page to a third-party mapping service
- D. A Web Service call-out that retrieves map details from the backend system
Answer: C
NEW QUESTION 70
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Local Presence
- B. Open CTI
- C. Macros
- D. Lightning Dialer
Answer: D
NEW QUESTION 71
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On a record Activity Feed list
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: B
NEW QUESTION 72
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Service-Level Agreements
- C. Average Handle Time
- D. Time to Answer
Answer: A,C
NEW QUESTION 73
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. Customer Community
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION 74
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Representing metrics such as first-response and resolution time on cases
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Displaying whether a case response complies with a customer's service level agreement
Answer: B,D
NEW QUESTION 75
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific article actions to each group.
- C. Assign article managers to public groups and specific publication states to each group.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: B
NEW QUESTION 76
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article customization for open cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable suggested articles on new cases.
- E. Create an email template to send articles as PDF attachments.
Answer: C,D,E
NEW QUESTION 77
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Integrate Facebook to its existing Customer Community.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Enable Social Customer Service.
Answer: A
NEW QUESTION 78
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- B. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- C. Configure the agent console and display the articles, case view, and external system custom object
- D. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
Answer: B
NEW QUESTION 79
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure the SOS snap-in for the Lightning Service Console.
- B. Configure Live Agent Supervisor tab and Whisper Messages.
- C. Add the Live Agent Component to the Utility bar.
- D. Configure Omni-Channel Supervisor tab and 3rd party access.
Answer: B
NEW QUESTION 80
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