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Salesforce CRT-261 Exam Questions and Answers, Certification Preparation for Service Cloud Consultant | SPOTO

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Question #1
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
View answer
Correct Answer: CD
Question #2
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to determine if a customer has escalated a case in the past
B. Ability to specify unique service levels for each customer
C. Ability to prompt callers for the service contract number within IVR menus
D. Ability to enforce service levels with the time-dependent processes
View answer
Correct Answer: BC
Question #3
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which measure can satisfy this requirement?
A. Customer Satisfaction
B. Customer Engagement Score
C. Net Promoter Score
D. Service-Level Measure
View answer
Correct Answer: C
Question #4
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
A. Assignment rules
B. Validation rules
C. Workflow rules
D. Auto-response rules
View answer
Correct Answer: C
Question #5
A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
View answer
Correct Answer: C
Question #6
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
A. Case volume by channel
B. Cases created by type
C. Open cases by reason
D. Average case stage duration
View answer
Correct Answer: D
Question #7
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
A. Hire contact center representatives that specialize in each of the product categories
B. Make contact center representatives accessible 24/7 to distribute the call volume
C. Redirect users from the company site to social media forums about the products
D. Make knowledge base articles and community answers accessible on its website
View answer
Correct Answer: D
Question #8
Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose 2)
A. Knowledge Action to Publish an Article once the Article is approved
B. Data Category to assign an article record type to a Reviewer
C. Approval Process that assigns an Article to a Reviewer Queue
D. Validation Rules for article record types to verify all fields during creation
View answer
Correct Answer: BC
Question #9
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?
A. Insert a reference Thread ID in the email subject template
B. Use Omni-Channel to automatically route inbound email
C. Assign a user to manually manage incoming email
D. Convert to an On-Demand Email-to-Case setup
View answer
Correct Answer: A
Question #10
When a Self Service Portal User adds a Case Comment the following actions take place?
A. A Workflow rules is activated
B. An email is automatically sent to the case owner
C. An Assignment Rule is Activated
D. None of the above
View answer
Correct Answer: B

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