Salesforce CRT-261 Prepare for your Service Cloud Consultant Certification Exam Practice Test

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Total 198 questions

Question 1

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.

Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production

Choose 2 answers

Answer : B, C

Question 2

universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

Which two features should a consultant integrate of the Service Console?

Choose 2 answers

Answer : A, B

Question 3

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

Answer : A, B

Question 4

Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices

What feature should a consultant recommend to meet this requirement?

Answer : A

Question 5

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l

had progressed in troubleshooting?

Answer : B

Question 6

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

Answer : C

Question 7

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

Answer : B

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Total 198 questions