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

• Question 1

  How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  • Omni-Channel Utility Component
  • Cases report sorted by Rep and Case Owner
  • Cases report sorted by Rep and Case CreatedDate
  • Omni-Channel Supervisor tab

  Show Answer Answer: D Next

• Question 2

  The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

  • Enable Chatter for agent collaboration.
  • Create auto response templates for emails.
  • Enable Knowledge in a Service Cloud portal.
  • Enable Ideas in a Service Cloud portal.

  Show Answer Answer: B, ,C Next

• Question 3

  Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

  • Telephony
  • Order Fulfillment
  • Enterprise Resource Planning (ERP)
  • Marketing

  Show Answer Answer: B Next

• Question 4

  A Company sells two products, each with its own maintenance schedule.Which feature should a consultant recommend implementing to meet this requirement?

  • Lightning Service Console
  • An AppExchange Solution
  • Field Service Lightning
  • Customer Community

  Show Answer Answer: C Next

• Question 5

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

  • Users, accounts, contacts, cases
  • Accounts, contacts, cases, users
  • Users, contacts, accounts, cases
  • Accounts cases, users, contacts

  Show Answer Answer: A Next