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CRT-261 Exam Questions & Answers

Exam Code: CRT-261

Exam Name: Certification Preparation for Service Cloud Consultant

Updated: Nov 13, 2024

Q&As: 253

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Practice These Free Questions and Answers to Pass the Service Cloud Consultant Exam

Questions 1

Universal Containers wants customers to have the ability to log cases with structured data and route

based on Urgency and Product Line.

How should a Consultant accomplish this?

A. Standard Email-to-Case with assignment rules

B. Lightning Email with web routing prioritization

C. Omni-Channel with prioritized queues

D. Standard Web-to-Case with assignment rules

Show Answer
Questions 2

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlements related list to contact records

B. Add the entitlement contacts related list to account records

C. Add the assets related list to contact records

D. Add the service contract related list to contact records

Show Answer
Questions 3

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A. Mix telephony interactions with email and chat

B. Extend benefits to part-time agents

C. Provide additional training on tools and process

D. Allow shift trading between agents

Show Answer
Questions 4

When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner

B. A Workflow rules is activated

C. An Assignment Rule is Activated

D. None of the above

Show Answer
Questions 5

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to- Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email-to-Case?

A. Accepts email attachments larger than 10 MB

B. Accepts attachments from emails

C. Handles more the 10,000 emails a day

D. Requires the use of Transport Layout Security (TLS)

Show Answer

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