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Salesforce CRT-261 Exam Practice Tests | SPOTO

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Question #1
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing
View answer
Correct Answer: A
Question #2
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 #3
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
A. Enable the case survey object for the customer portal
B. Utilize an AppExchange package to handle customer surveys
C. Create a validation rule for case survey email templates
D. Modify the user interface settings for the case survey sidebar
View answer
Correct Answer: B
Question #4
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.Which methodology should the Consultant recommend to meet the given requirements?
A. Kanban
B. Lightning Platform
C. Agile
D. Waterfall
View answer
Correct Answer: C
Question #5
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.Which method should a consultant recommend for importing this data into universal containers service cloud instance
A. Bulk Data Transfer API
B. Java Language Specific Toolkit
C. Data Integration via SOAP API
D. Cloud-to-Cloud Integration Toolkit
View answer
Correct Answer: A
Question #6
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules
View answer
Correct Answer: A
Question #7
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.What solution should the consultant recommend to meet this request?
A. Create a Customer Experience Cloud site
B. Implement Recommended Articles
C. Configure Web-to-Case
D. Deploy a Partner Central Community
View answer
Correct Answer: B
Question #8
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
View answer
Correct Answer: AB
Question #9
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
View answer
Correct Answer: B

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