DON'T WANT TO MISS A THING?

Certification Exam Passing Tips

Latest exam news and discount info

Curated and up-to-date by our experts

Yes, send me the newsletter

Certification Preparation for Service Cloud ConsultantSalesforce CRT-261 Preparation Quiz | SPOTO

SPOTO's latest exam dumps on the homepage, with a 100% pass rate! SPOTO delivers authentic Cisco CCNA, CCNP study materials, CCIE Lab solutions, PMP, CISA, CISM, AWS, and Palo Alto exam dumps. Our comprehensive study materials are meticulously aligned with the latest exam objectives. With a proven track record, we have enabled thousands of candidates worldwide to pass their IT certifications on their first attempt. Over the past 20+ years, SPOTO has successfully placed numerous IT professionals in Fortune 500 companies.
Take other online exams
Question #1
What is a benefit of a quality monitoring system? Choose 2 answers
A. Lower the average speed of answer (ASA)
B. Teach new agents how to handle difficult situations
C. Enforce a consistent standard of service for customer interaction
D. Capture inappropriate word usage and generate reports
View answer
Correct Answer: CD
Question #2
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value
View answer
Correct Answer: C
Question #3
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
A. Returns a link that returns a post with the same reference
B. Tag another chatter user
C. Deletes posts
View answer
Correct Answer: A
Question #4
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMA and FSR records
View answer
Correct Answer: CDE
Question #5
A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet this requirement?
A. Lightning Service Console
B. An AppExchange Solution
C. Field Service Lightning
D. Customer Community
View answer
Correct Answer: C
Question #6
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?
A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time
View answer
Correct Answer: C
Question #7
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
C. Create a formula field on the case record to calculate percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
View answer
Correct Answer: B
Question #8
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
A. Data Cleansing
B. Data Normalization
C. Activate data validation rules
D. Data mapping
View answer
Correct Answer: AD
Question #9
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product c
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each article type
D. Define approval processes for each product
E. Configure data category values for each product
View answer
Correct Answer: ABE
Question #10
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
A. Normalize database
B. Perform data cleaning
C. Enable data validation rules
D. Develop data map
View answer
Correct Answer: BD
Question #11
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface
B. Enable templates for written responses
C. Offer supports through Facebook and twitter
D. Implement team productivity dashboards
View answer
Correct Answer: AB
Question #12
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge?
A. Ensure that each image does NOT exceed the maximum of 25 MB
B. Upload the images into Salesforce prior to importing the articles
C. Convert all images to
D. Include images in an
View answer
Correct Answer: D

View The Updated Salesforce Exam Questions

SPOTO Provides 100% Real Salesforce Exam Questions for You to Pass Your Salesforce Exam!

Get Salesforce Practice Test

View Answers after Submission

Please submit your email and WhatsApp to get the answers of questions.

Note: Please make sure your email ID and Whatsapp are valid so that you can get the correct exam results.

Email:
Whatsapp/phone number:


Copyright © 2024. Designer by SPOTO Official Website. All Rights Reserved.