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CRT-261 Practice Questions

Question # 1

A company is planning for the migration of an existing knowledge base into Salesforce
Knowledge. Which set of factors should be considered in selecting which articles to
migrate?

A.

Last modified date and frequent search terms

B.

Last modified date and number of recent article views

C.

Original creation date and average rating of articles

D.

Original creation date and total number of article views



B.

Last modified date and number of recent article views



Question # 2

The Contact Center at Universal Containers wants to increase its profit margins by
promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console



A.

Knowledge Base


B.

Customer Community



Question # 3

Universal Containers needs to closely manage the publishing life cycle for articles in
Knowledge. Article managers will be granted different publishing capabilities, from article
creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer

A.

Create public groups with article managers and assign each group to specific article
actions.

B.

Create publication teams with article managers and assign each team to specific article
actions.

C.

Create public groups with article managers and assign each group to specific publication
states.

D.

Create publication teams with article managers and assign each team to specific
publication states.



A.

Create public groups with article managers and assign each group to specific article
actions.



Question # 4

Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers

A.

Customize highlights panels for all objects.

B.

Set up interaction logs and assign them to user profiles.

C.

Assign users the Service Cloud User feature license.

D.

Set up users and assign them to a queue.

E.

Customize case list views.



A.

Customize highlights panels for all objects.


B.

Set up interaction logs and assign them to user profiles.


C.

Assign users the Service Cloud User feature license.



Question # 5

When Service Reps view a Case, they often need to see the Case History of other Cases
for that same Account. How should a Consultant configure the Lighting Service Console to
support this requirement?

A.

Account tabs and Cases tab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs



C.

Account tab with Cases related list



Question # 6

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?

A.

Create a list view report that includes fields for call center location, agent, calendar
month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month,
and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



Question # 7

How can a Contact Center Manager see which Service Representatives have not accepted
new Cases recently using the Lightning Service Console?

A.

Omni-Channel Utility Component

B.

Cases report sorted by Rep and Case Owner

C.

Cases report sorted by Rep and Case CreatedDate

D.

Omni-Channel Supervisor tab



D.

Omni-Channel Supervisor tab



Question # 8

Universal Containers is trying to reduce the amount of time support agents spend creating
cases. The new method for case creation must allow for 4000-5000 new cases a day, as
well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A.

Omni-Channel routing

B.

Standard Email-to-Case

C.

Web-to-Case forms

D.

On-Demand Email-to-Case



B.

Standard Email-to-Case



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Salesforce CRT-261 Exam Dumps

Exam Name: Salesforce Certified Service cloud consultant (SU24)
Certification Name: Certified Service Cloud Consultant

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  • Total Questions: 198
  • Last Updation Date: 5-Dec-2024

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