Practice CRT-261 Exam Online

Question 1

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.

Which two features should the consultant suggest?

Choose 2 answers

A : Standard Email-to-case

B : On-Domand Emali-to-Case

C : Apex Email Service

D : Web-to-Case forms

Answer: A,B

Question 2

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.

Which solution should a consultant recommend?

A : Web-to-Case

B : Outlook Integration

C : Email-to-Case

D : On-Demand Email-to-Case

Answer: C

Question 3

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

Question 4

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

A : Configure e deshboerd refresh schedule.

B : Ensure View All Data is not assigned to users.

C : Use a Dynamic Dashboard based on running user.

D : Add multiple Dashboard Filters.

Answer: C

Question 5

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

A : Article Record Types must be created before the import.

B : Each Article Record Type must be in a separate CSV.

C : Article Record Types will be created as part of the import.

D : Multiple Article Record Types can be imported in the same CSV.

Answer: A,B

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