Salesforce CRT-261 Prepare for your Service Cloud Consultant Certification Exam Exam Practice Test Questions

• Question 1

  A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  • Create the data categories and set up the data category values.
  • Set up a zip file that contains the CSV, HTML, and image files.
  • Create the custom fields for the slide type
  • Set up the article actions and assign publishers to each action
  • Set the publication status of the article tame to draft status

  Show Answer Answer: A, ,B, ,D Next

• Question 2

  Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.Which methodology should the Consultant recommend given the requirements?

  • Force.com IDE
  • Agile
  • Kanban
  • Waterfall

  Show Answer Answer: B Next

• Question 3

  Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

  • Ability to determine if a customer has escalated a case in the past
  • Ability to specify unique service levels for each customer
  • Ability to prompt callers for the service contract number within IVR menus
  • Ability to enforce service levels with the time-dependent processes

  Show Answer Answer: B, ,C Next

• Question 4

  What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

  • Highly available telecom solution
  • Periodic maintenance windows
  • Server hardware infrastructure rebuilds
  • System software restore after an outage

  Show Answer Answer: A, ,B Next

• Question 5

  What is the capability of case feed?

  • Add custom visual force pages to the case feed page layout.
  • Enable call control using the CTI case feed publisher.
  • Embed case feed functionality within a visual force page.
  • Switch from case feed to standard detail pages using a console component

  Show Answer Answer: C Next