Salesforce Certification Preparation for Service Cloud Consultant - CRT-261 Exam Practice Test
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
What is the recommended level of case access for the Case Team role?
Correct Answer: C
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A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
What is the first step the consultant should take to address the issue?
Correct Answer: C
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The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
Which reporting solution should the consultant recommend?
Correct Answer: A
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Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
What is the recommended option to prevent the creation of spam cases?
Correct Answer: C
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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Correct Answer: B
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Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
Which feature should the consultant suggest?
Correct Answer: A
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Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
Correct Answer: A
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Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
Correct Answer: B
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Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
Correct Answer: C
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Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
Correct Answer: A
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The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?
Which approach should the consultant recommend to streamline this process with minimal effort?
Correct Answer: C
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Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?
Following best practices, which solution should a consultant recommend?
Correct Answer: B
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