CRT-261 Online Practice Questions and Answers

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

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.

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs and Cases tab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs

What is the primary function of a private branch exchange (PBX)?

A. To receive multiple calls at one time

B. To use speech recognition to direct calls

C. To report the caller's background information

D. To mate calls to different agents

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

Universal Telco sells and supports a line of smart phones. The company offers support via phone, emailto-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A. Number of Portal Logins per Day

B. Knowledge Article Usage

C. Average Call Handle Time

D. Cases by Support Channels

E. Escalated Calls

The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates

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

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers

A. Configure LiveMessage

B. Activate quick test

C. Create quick actions

D. Deploy Pre-Chat form

Universal Containers wants to provide its customers with more support options.

Which three should a Consultant recommend?

Choose 3 answers

A. Create a Customer Community

B. Utilize KCS to manage Knowledge

C. Add Live Agent to public-facing sites

D. Configure Chatter for public access

E. Implement SOS for mobile experience

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases

B. Create a case report with a custom summary formula to calculate the percentage of escalated cases

C. Create a formula field on the case record to calculate percentage of escalated cases

D. Create a daily snapshot report of all cases and calculate percentage of escalated cases

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go- live. Which approach should the Consultant use for data migration?

A. Prepare, Plan, Text, Execute, Validate

B. Prepare, Plan, Validate, Execute, Text

C. Plan, Prepare, Test, Execute, Validate

D. Plan, Prepare, Validate, Execute, Text

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.

B. Enable the "Access Recent Items" user permission on the user profiles.

C. Enable the "History" component within the Salesforce Console for Service.

D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response

B. Workforce management and customer satisfaction score

C. Average handling time and first call resolution time

D. Agent skill-based routing and predictive dialer

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A. Create a custom web service to handle invoice inserts and updates from the billing system

B. Create a custom tab of type URL that displays a search page from the billing system

C. Import payment data into Salesforce and add to the contact page layout related list

D. Create a Visualforce page that retrieves payment information via a Web Service call-out

UC is in the process of implementing Service Cloud. In which order should the data be migrated?

A. Users, accounts, contacts, cases

B. Accounts, contacts, cases, users

C. Users, contacts, accounts, cases

D. Accounts cases, users, contacts