Free Salesforce CRT-261 Exam Questions

Universal Containers provides phone support to customers. The abandoned call rate has been high in recentmonths.Which solution should a Service Cloud Consultant recommend to address the issue?

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

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?

Universal Containers wants to allow customers to send messages to agents in ServiceConsole via their preferred mobile app.Which feature should a consultant recommend?

A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.CK has multiple departments with disconnected processes and limited documentation. The consultant ispreparing for the project kickoff and wants to ensure the engagement begins successfully.What should the consultant do first to ensure the success of the engagement?