Free CRT-261 Exam Questions - Easiest Way for Success

Prepare for the Salesforce CRT-261 exam questions with our authentic preparation materials, including free CRT-261 practice exam questions and answers. TheExamsLab provides all the support you need to succeed in the Certification Preparation for Service Cloud Consultant (SP24) CRT-261 exam. This dedication to student success is why we have the most satisfied CRT-261 certification exam candidates worldwide.

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Total 261 Questions | Updated On: Sep 13, 2024

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Question 1

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?

A : Lookup Filter

B : Auto-Add Milestones

C : Cross-Object Formula

D : Approval Process

Answer: A

Question 2

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

A : It captures the same informaion as First Call Resolution.

B : It includes blocked and abandoned calls.

C : It is the typical experience of a caller.

D : It is askewed by calls that are quickly answered

Answer: B

Question 3

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

A : Article Record Types must be created before the import.

B : Each Article Record Type must be in a separate CSV.

C : Article Record Types will be created as part of the import.

D : Multiple Article Record Types can be imported in the same CSV.

Answer: A,B

Question 4

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

A : Contact Requests

B : Social Customer Service

C : Embedded Chat Window

D : Open CT1

Answer: C

Question 5

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?

A : Navigate a Screen Flow.

B : Execute a macro.

C : Leverage Einstein Case Wrap-Up.

Answer: A

Page: 1 / 53

Total 261 Questions | Updated On: Sep 13, 2024

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