Updated Nov-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 46
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Configure the Case highlights panel
- D. Add a Visualforce page to the Case layout
Answer: B
NEW QUESTION 47
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Create multiple Console layouts
- D. Define criteria-based record page components
Answer: A
NEW QUESTION 48
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION 49
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Customer Community
- B. Employee Community
- C. Sites
- D. Partner Community
Answer: A
NEW QUESTION 50
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Document the requirements gap and communicate development options to the project team
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- D. Add development resources to the project team to build out the additional requirements.
Answer: A
NEW QUESTION 51
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Web self service
- D. Email to case
Answer: C
NEW QUESTION 52
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 53
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION 54
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Create a Customer Community
- B. Add Live Agent to public-facing sites
- C. Utilize KCS to manage Knowledge
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: B,C,D
NEW QUESTION 55
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. Configure Service Contracts.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION 56
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced support channels
- B. Increased call routing accuracy
- C. Optimized use of resources
- D. Increased call deflection
- E. Reduced issue resolution time
Answer: A,C,E
NEW QUESTION 57
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Displays records and their related items as tabs on one screen
- B. Allows Chatter Messenger to be used between agents
- C. Indicates when records and lists are changed by others
- D. Is available for users in the partner portal
Answer: A,B
NEW QUESTION 58
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case list view that is filtered by My Case Teams.
- B. Create an email alert notification for Case Teams.
- C. Create a case report that displays all created or updated cases.
- D. Create a case queue for all created or updated cases.
Answer: B,D
NEW QUESTION 59
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Periodic maintenance windows
- B. Highly available telecom solution
- C. Server hardware infrastructure rebuilds
- D. System software restore after an outage
Answer: A,B
NEW QUESTION 60
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Time and Attendance
- C. Automatic Call Distributor
- D. Interactive Voice Response
Answer: D
NEW QUESTION 61
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 62
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Create escalation rules to re-assign cases after SLAs have expired.
- C. Enable and use Chatter feed tracking on the case object.
- D. Create case teams and introduce swarming to resolve cases.
Answer: C,D
NEW QUESTION 63
Which configuration item must be created when implementing Lightning Knowledge?
- A. File Types
- B. Attachment Types
- C. Record Types
- D. Article Types
Answer: C
NEW QUESTION 64
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Quick Text
- B. Multi -monitor support
- C. Case hover
- D. Dynamic list updates
- E. Keyboard Shortcuts
Answer: B,D,E
NEW QUESTION 65
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Use case auto-response rules to send an email to support managers within one hour of case creation.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Answer: D
NEW QUESTION 66
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