Total 268 Questions |
Updated On: Jun 03, 2025
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Free Salesforce CRT-261 Exam Questions
Become Salesforce Certified with updated CRT-261 exam questions and correct answers
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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?
Answer: A
Question 2
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Answer: B,C
Question 3
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
Answer: A,B,D
Question 4
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?
Answer: A
Question 5
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
Answer: C
Page: 1
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Total 268 Questions |
Updated On: Jun 03, 2025
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