Printable PDFSalesforce CRT-261 dumps - 100% Pass Guarantee!
Vendor: Salesforce
Certifications: Salesforce Certifications
Exam Name: Salesforce Certification Preparation for Service Cloud Consultant
Exam Code: CRT-261
Total Questions: 253 Q&As ( View Details)
Last Updated: Mar 13, 2025
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CRT-261 Q&A's Detail
| Exam Code: | CRT-261 |
| Total Questions: | 253 |
| Single & Multiple Choice | 253 |
CertBus Has the Latest CRT-261 Exam Dumps in Both PDF and VCE Format
- Salesforce_certbus_CRT-261_by_Jijesh_223.pdf
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- Salesforce_certbus_CRT-261_by_azoz282_235.pdf
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CRT-261 Online Practice Questions and Answers
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: Support attachments up to 30 MB per inquiry Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
A. Create escalation rules to re-assign cases after SLAs have expired.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create case teams and introduce swarming to resolve cases.
D. Enable and use Chatter feed tracking on the case object.
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume.
In addition, the company needs to report on the metric listed below.
Average handle time (AHT)
Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3
answers
A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance
A. Bulk Data Transfer API
B. Java Language Specific Toolkit
C. Data Integration via SOAP API
D. Cloud-to-Cloud Integration Toolkit
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