SALESFORCE CERTIFICATIONS CRT-261Certification Preparation for Service Cloud Consultant - Practice Questions - Post 71
1. Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat
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Option A: As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?
Option B: Lookup Filter
Option C: Auto-Add Milestones
Option D: Cross-Object Formula
Answer(s): 1
Explanation: Not available
SEO Keywords: SEO keywords not available
2. Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?
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Option A: Prioritize the requirements based on who submitted them.
Option B: Identify the requirements needed for initial GoLive.
Option C: Provide a timeline that addresses all the requirements.
Option D: Organize the requirements from largest to smallest.
Answer(s): 2
Explanation: Not available
SEO Keywords: SEO keywords not available
3. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers
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Option A: customer satisfaction Survey
Option B: Customer Purchase History
Option C: Customer Support Requests
Option D: Net promoter Score
Answer(s): 1,2,4
Explanation: Not available
SEO Keywords: SEO keywords not available
4. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
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Option A: Enable article customization for open cases.
Option B: Enable agents to create their own personal articles.
Option C: Enable suggested articles on new cases.
Option D: Enable article submission during case close.
Answer(s): 3,4,5
Explanation: Not available
SEO Keywords: SEO keywords not available
5. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice- only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support. What is the recommended solution to meet the requirements?
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Option A: Knowledge One with Article Recommendations
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9. 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?
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Option A: Build a Summary report on Products and Activities.
Option B: Set up a reporting snapshot of the case, contact and activity objects.
Option C: Create a Custom Report type with activities as the primary object.
Option D: Customize the My Teams Calls this week standard report.
Answer(s): 4
Explanation: Not available
SEO Keywords: SEO keywords not available
10. A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company. What is the recommended solution to meet the requirements?
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Option A: Field Service with Integrated Payments
Option B: Experience Cloud with Customer Account Portal template
Option C: Einstein Bots with Credit Card Payments
Option D: Service Cloud Voice with Tele-pay
Answer(s): 4
Explanation: Not available
SEO Keywords: SEO keywords not available
11. What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
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Option A: Create a page layout for each record type; assign layouts to service agents.
Option B: Create a data category for each product; assign data categories to service agents.
Option C: Create a permission set for each record type; assign permissions to service agents.
Option D: Create an article action for each record type; assign record types to service agents.
Answer(s): 1
Explanation: Not available
SEO Keywords: SEO keywords not available
12. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
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Option A: Install an adapter from AppExdiange to work with third-party CTI systems.
Option B: Enable Live Agent in their community to chat with an agent.
Option C: Assign the correct Salesforce users to the Call Center.
Option D: Create a softphone layout and assign to user profiles.
Answer(s): 1,3,4
Explanation: Not available
SEO Keywords: SEO keywords not available
13. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
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Option A: Validation Rules
Option B: Einstein Next Best Action
Option C: Service Analytics Predictions
Option D: Einstein Reply Recommendations
Answer(s): 4
Explanation: Not available
SEO Keywords: SEO keywords not available
14. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?
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Option A: Keep all open in tabs.
Option B: Use a second Console session.
Option C: Define a custom List View.
Option D: Add History to the Utility bar.
Answer(s): 4
Explanation: Not available
SEO Keywords: SEO keywords not available
15. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which factor should a Consultant consider as part of the migration strategy?
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Option A: Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Option B: Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Option C: Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Option D: Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer(s): 3
Explanation: Not available
SEO Keywords: SEO keywords not available
16. Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?
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Option A: Email-to-case
Option B: Social Customer Service
Option C: Chat
Option D: Web-to-case
Answer(s): 1
Explanation: Not available
SEO Keywords: SEO keywords not available
17. Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement?
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Option A: Article Translation
Option B: Data Category Groups
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21. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?
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Option A: Field Service Lightning
Option B: Lightning Console
Option C: Salesforce Mobile App
Option D: Employee Community
Answer(s): 1
Explanation: Not available
SEO Keywords: SEO keywords not available
22. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
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Option A: Omni-Channel Utility Component
Option B: Cases report sorted by Rep and Case Owner
Option C: Cases report sorted by Rep and Case CreatedDate
Option D: Omni-Channel Supervisor tab
Answer(s): 4
Explanation: Not available
SEO Keywords: SEO keywords not available
23. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
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Option A: set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Option B: Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Option C: Deliver the entire project simultaneously so as to present UC with a completed solution.
Option D: Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Answer(s): 2
Explanation: Not available
SEO Keywords: SEO keywords not available
24. What are three considerations when adding a report chart to a Console Component? Choose 3 answers
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Option A: The report is shared with a Chatter Group.
Option B: The report contains a chart.
Option C: The report has a standard Report Type.
Option D: The report is a Summary or Matrix report.
Answer(s): 2,4,5
Explanation: Not available
SEO Keywords: SEO keywords not available
25. The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?
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Option A: An email to case inquiry
Option B: On-demand email to case
Option C: While holding for a support agent
Option D: Web-to-case question
Answer(s): 1
Explanation: Not available
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26. Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers
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Option A: Salesforce Connect
Option B: Custom Objects
Option C: Middle-tier integration
Option D: External Objects
Answer(s): 1,4
Explanation: Not available
SEO Keywords: SEO keywords not available
27. Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use?
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Option A: Change Sets
Option B: Mass Transfer Records
Option C: Data Loader
Option D: Manual configuration
Answer(s): 1
Explanation: Not available
SEO Keywords: SEO keywords not available
28. 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?
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Option A: Contact Requests
Option B: Social Customer Service
Option C: Embedded Chat Window
Option D: Open CT1
Answer(s): 3
Explanation: Not available
SEO Keywords: SEO keywords not available
29. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?
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Option A: Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Option B: Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
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