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Salesforce CRT-261 Exam Questions

Salesforce CRT-261 Exam Questions

Certification Exams

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Number Of Questions: 198

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Exam Details

Exam Name:

Salesforce Certified Service cloud consultant

Exam Code:

CRT-261

Total Questions in Exam:

198

Demo Questions

Q1. Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?

A.In-App Guidance

B. Einstein Next Best Action

C. Actions & Recommendations

Correct Answer: B

Q2. 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?

A.Implement Case Swarming.

B. Implement Einstein Bots.

C. Implement Skills-Based Routing.

Correct Answer: B

Q3. Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?

A.Create queues with support agents and use assignment rules.

B. Predefine case teams and use assignment rules.

C. Configure Web-to-Case and use assignment rules,

Correct Answer: A

Q4. The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?

A.Email-to-Case

B. Chat with an agent

C. Knowledge base

Correct Answer: C

Q5. Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information. How should the consultant recommend the report be created?

A.Build a report on Products with Activities grouped by owner.

B. Create a Custom Report type with Activities as the primary object.

C. Customize the My Team's Calls This Week standard report.

Correct Answer: B

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