Salesforce Service Cloud Consultant (Salesforce CRT-261) Test Questions and Answers | SPOTO

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A company has these requirements for dealing with Cases:1. Handled efficiently and by the right agents 2. Distributing the load so that agents do NOT have to manually select the next Case to workWhich two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

All of the following objects may have a queue EXCEPT:

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.What is the recommended case deflection solution?

Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony systemWhat are the two common places to embed these call controls?Choose 2 answers

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?

Which application will allow a client to enable Ideas on a public website?

What process is a use case for Visual workflow? Choose 3 answers

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers, including phone, Email-to- Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.What is the recommended method to consistently captu