Practice CRT-261 Exam Online

Question 1

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Question 2

Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

Which feature should a consultant recommend?

A : Chat Queue-based routing

B : Case Skills-based Assignment Rules

C : Omni-channel Queue-based routing

D : Omni-channel Skills-based routing

Answer: D

Question 3

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

Question 4

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

A : Contact Requests

B : Social Customer Service

C : Embedded Chat Window

D : Open CT1

Answer: C

Question 5

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Name:	Certification Preparation for Service Cloud Consultant (WI24)
Exam Code:	CRT-261
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 22, 2024

Salesforce CRT-261