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Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Exam Practice Test

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Total 198 questions

Certification Preparation for Service Cloud Consultant Questions and Answers

Question 1

Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.

Which three options should UC consider when planning its implementation?

Choose three answers

Options:

A.

What types of information they need to publish.

B.

Who can approve and manage the information published.

C.

How information should be categorized.

D.

Where call center support agents are located.

E.

When the knowledge maintenance window is available.

Question 2

A company has these requirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Options:

A.

Route to agents with the most cases closed for that topic.

B.

Route to agents staffing the assigned overflow queues.

C.

Route to agents with the least amount of active assigned work.

D.

Route to agents with the most capacity to take on new work.

Question 3

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

Options:

A.

Employee Community

B.

Partner Community

C.

Reseller Community

D.

Customer Community

Question 4

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Options:

A.

Open CTI

B.

Macros

C.

Local Presence

D.

Lightning Dialer

Question 5

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

Options:

A.

Process Builder

B.

Lightning Knowledge

C.

Macros

D.

Visual Workflow

Question 6

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Options:

A.

Add the Knowledge Component to the Service Console.

B.

Add the Knowledge tab to the Console app.

C.

Create email templates with Knowledge Articles attached.

D.

Add the Suggested Article widget to the Case page layout.

Question 7

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

Options:

A.

Knowledge search query with no results.

B.

Knowledge articles with the lowest rating.

C.

Number of knowledge articles in each data category.

D.

Knowledge articles created by call center agents.

Question 8

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Options:

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge

Question 9

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules

Page: 1 / 20
Total 198 questions