Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Online Training
Salesforce CRT-261 Online Training
The questions for CRT-261 were last updated at Apr 15,2024.
- Exam Code: CRT-261
- Exam Name: Certification Preparation for Service Cloud Consultant
- Certification Provider: Salesforce
- Latest update: Apr 15,2024
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A . Configure Process Builder
- B . Activate a Validation Rule
- C . Define Case Escalation Rules
- D . Create a Case Macro
A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console.
What are two key considerations for this integration? Choose 2 answers
- A . CTI Adapter configuration
- B . Lightning Console enablement
- C . Call Center Definition File creation
- D . Service Console case creation configuration
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement.
Which feature should the Consultant consider?
- A . Omni-Channel
- B . Entitlements
- C . Case Escalation
- D . Case Milestones
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 . Average call handle time by team.
- C . Number of Knowledge articles created each month.
- D . Number of cases created using Communities by month.
Which three are characteristics of Visual Workflow? Choose 3 answers
- A . Apex code must be used to update fields in the database.
- B . Elements can be used to pass data to legacy systems.
- C . Apex code must be used to pass data to legacy systems.
- D . Only one version of a flow can be activated at a time.
- E . Elements can be used to update fields in the database.
A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
- A . Knowledge search query with no results.
- B . Knowledge articles with the lowest rating.
- C . Number of knowledge articles in each data category.
- D . Knowledge articles created by call center agents.
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A . Use Process Builder for notifications and case teams to monitor cases.
- B . Use Process Builder for notifications and account teams to monitor cases.
- C . Use escalation rules for notifications and account teams to monitor cases.
- D . Use escalation rules for notifications and case teams to monitor cases.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A . Number of calls offered
- B . Agent utilization
- C . Quality monitoring score
- D . Schedule adherence
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer’s problem via the call center.
What functionality should a consultant recommend to satisfy the UC’s need?
- A . omni Channel
- B . Contact Request
- C . Field Service
- D . Mobile Connect
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A . Define case auto-response rules.
- B . Estabalish case assignment rules.
- C . Use Flow Builder to create a flow with scheduled path.
- D . Configure case escalation rules.
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