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

[Case Management]

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

[Service Cloud Solution Design]

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat

a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

[Service Cloud Solution Design]

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.

What should the consultant recommend to prevent duplicate records from being created?

[Industry Knowledge]

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support

center is profitable.

Which metric should a consultant use to help executive management understand support center costs?

[Interaction Channels]

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

[Industry Knowledge]

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

[Industry Knowledge]

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?