Updated Oct-2021 Test Engine to Practice Test for CRT-261 Exam Questions and Answers!
Certification Preparation for Service Cloud Consultant Certification Sample Questions and Practice Exam
NEW QUESTION 85
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable web -to -case on their public website.
- C. Enable Live Agent in their community to chat with an agent.
- D. Use a community template to set up their customer community.
Answer: A,D
NEW QUESTION 86
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Add the Submit Feedback button to articles.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: B
NEW QUESTION 87
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 88
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Last modified date and frequent search terms
- B. Original creation date and average rating of articles
- C. Original creation date and total number of article views
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 89
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Skills -based routing
- B. Workforce management
- C. Interactive voice response
- D. Private branch exchange
Answer: A
NEW QUESTION 90
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide information planning planned maintenance
- B. To provide online security threat information
- C. To provide best practices for continuity plans
- D. To provide live and historical data on system performance
- E. To provide live support for system and data backup
Answer: A,B,D
NEW QUESTION 91
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Number of cases created using Communities by month.
- C. Average call handle time by team.
- D. Number of Knowledge articles created each month.
Answer: A,B
NEW QUESTION 92
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Einstein Bot social queues.
- B. Social Media Marketing message tagging.
- C. Social Customer Service for Twitter and Facebook.
- D. Social Persona tor Twitter and Facebook.
Answer: D
NEW QUESTION 93
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
- A. Enable Work Orders.
- B. Create an Entitlement Process.
- C. Configure Service Contracts.
- D. Set up Milestones.
Answer: B,D
NEW QUESTION 94
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add conditional logic to the instructions
- C. Create a formula to build the macro logic around
- D. Add multiple ELSE IF blocks after the IF block
Answer: A,C
NEW QUESTION 95
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Auto-Response Rules
- C. Visual Workflow
- D. Case Assignment Rules
Answer: A
NEW QUESTION 96
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. Service-Level Agreements
- B. Time to Answer
- C. First Call Resolution
- D. Average Handle Time
Answer: C,D
NEW QUESTION 97
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 mashup integration on the Account page to a third-party mapping service
- B. A Web Service call-out that retrieves map details from the backend system
- C. An outbound message to a middleware platform to provide map details
- D. A custom tab of type URL that displays a map image of customer location
Answer: A
NEW QUESTION 98
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. SOS Video Chat
- B. Customer Community
- C. Field Service Lightning
- D. Salesforce Knowledge
Answer: A
NEW QUESTION 99
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Simpler and easier to configure
- D. Access to custom objects
Answer: A,B,D
NEW QUESTION 100
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