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

UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?

• Contact list view edit time
• Contact report run time
• Contact view page load time
• Contact related list load time

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.Which two features requires Service Cloud?

• Open multiple case records as tabs and sub tabs
• Unique page layouts for each Case Record Type
• Utility Bar
• Access to Knowledge Articles

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.Which solution should a consultant recommend?

• Employee Community
• Partner Community
• Reseller Community
• Customer Community

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

• To receive multiple calls at one time
• To use speech recognition to direct calls
• To report the caller's background information
• To mate calls to different agents

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

• Process Builder
• Lightning Knowledge
• Macros
• Visual Workflow

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

• Enable the case survey object for the customer portal
• Utilize an AppExchange package to handle customer surveys
• Create a validation rule for case survey email templates
• Modify the user interface settings for the case survey sidebar

For which purpose should a contact center use Visual Flow?

• To assign follow-up tasks to an agent one week after a case is closed.
• To automatically assign cases to a specific queue based on the customer support level
• To escalate to the support manager if it has been open for more than 72 hours
• To automate business processes for agents who troubleshoot customer support issues via phone

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

• Bulk Data Transfer API
• Java Language Specific Toolkit
• Data Integration via SOAP API
• Cloud-to-Cloud Integration Toolkit

Why would customer upgrade from self-service to customer portal (Choose 3)?

• Access to custom objects
• Branded site
• Simpler and easier to configure
• Better reporting

The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Which two metrics should the Consultant recommend?Choose 2 answers

• First Call Resolution
• Average Handle Time
• Service-Level Agreements
• Time to Answer