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

All of the following objects may have a queue EXCEPT:

• Accounts
• Cases
• Leads
• Custom Objects

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.Which two should the company do to address this situation? Choose 2 answers

• Measure and reward agents based on the number of new articles submitted for approval.
• Measure and reward agents based on the number of new articles approved for publication.
• Create a dashboard that includes articles submitted by agents and approved for publication.
• Require agents to check a box on the case when submitting a new suggested article.

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

• Recommend articles during a call for a support agent
• Suggest articles for a web-to-case question
• Suggest articles for an email-to-case question
• Recommend articles prior to a Live Agent session

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

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

• Route cases to agents in an alternate center.
• Disable the Interactive Voice Response (IVR) system.
• Deliver training on case handling for contingent staff.
• Update the case status field values.
• Monitor service level agreements (SLAs) and notify customers.

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? (Choose 2)

• Enable Ideas in a customer portal
• Enable Chatter for agent collaboration
• Create auto-response templates for incoming emails
• Enable Live Agent to handle incoming service inquiries

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

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

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)

• Create escalation rules to re-assign cases after SLAs have expired.
• Enable the Service Cloud Console and Knowledge sidebar for agents.
• Create case teams and introduce swarming to resolve cases.
• Enable and use Chatter feed tracking on the case object.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.What should the Consultant recommend to gather information on Knowledge article usefulness?

• Contact Salesforce to send a report on article efficacy.
• Send out a monthly survey to customers requesting feedback.
• Install Knowledge Base Dashboards and Reports AppExchange package.
• Create a group of super users that will evaluate and manage articles.