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Certification Preparation for Service Cloud Consultant(Salesforce CRT-261) Mock Test Q&A | SPOTO

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Question #1
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.How should this be accomplished?
A. Enable the list to be pinned in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
View answer
Correct Answer: A
Question #2
What are two benefits of deploying Knowledge in Customer Communities?
A. Reduces incoming call volume
B. Replaces the need for an email channel
C. Eliminates tracking of customer entitlements
D. Uncovers gap in the knowledge base
View answer
Correct Answer: AB
Question #3
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni - Channel with Most Available Routing
C. Configure Live Agent Skills - based Routing
D. Configure Omni - Channel with Least Active Routing
View answer
Correct Answer: B
Question #4
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this?
A. Partial Copy Sandbox
B. Administrator Sandbox
C. Developer Pro Sandbox
D. Full Sandbox
View answer
Correct Answer: ACD
Question #5
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
A. An outbound message to a middleware platform to provide map details
B. A mashup integration on the Account page to a third-party mapping service
C. A Web Service call-out that retrieves map details from the backend system
D. A custom tab of type URL that displays a map image of customer location
View answer
Correct Answer: B
Question #6
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
A. Allow agents to create Knowledge articles when closing a case
B. Require agents to create Knowledge articles when opening a case
C. Add the Submit Feedback button to articles
D. Add the Submit Feedback button on the Solutions tab
View answer
Correct Answer: A
Question #7
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
A. Milestones
B. Assets
C. Service contracts
D. Cases
View answer
Correct Answer: C
Question #8
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to- Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email-to-Case?
A. Accepts email attachments larger than 10 MB
B. Accepts attachments from emails
C. Handles more the 10,000 emails a day
D. Requires the use of Transport Layout Security (TLS)
View answer
Correct Answer: A
Question #9
Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers
A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTI adapter using open CTI
D. Configure IVR auto response
E. Assign users to a call center
View answer
Correct Answer: ACE
Question #10
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.What should the consultant recommend to meet this requirement?
A. Social media
B. Messaging apps
C. Salesforce Knowledge
View answer
Correct Answer: B
Question #11
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
A. Require agents to check a box on case when submitting a new suggested article
B. Create a dashboard for articles submitted by agents and approved for publication
C. Measure and reward agents based on the # of new articles submitted for approval
D. Measure and reward agents based on the # of new articles approved for publication
View answer
Correct Answer: BC

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