Free Salesforce CRT-261 Exam Questions

Become Salesforce Certified with updated CRT-261 exam questions and correct answers

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Total 261 Questions | Updated On: Nov 13, 2024

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Question 1

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A : nfigure Lightning Guided Engagement.

B : nfigure a Live Chat Validation Rule.

C : tomize the Pre-chat form.

D : tomize the Lightning Console chat page.

Answer: C

Question 2

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

A : ntact Salesforce to send a report on article efficacy.

B : nd out a monthly survey to customers requesting feedback.

C : tall Knowledge Base Dashboards and Reports AppExchange package.

D : eate a group of super users that will evaluate and manage articles.

Answer: C

Question 3

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

A : captures the same informaion as First Call Resolution.

B : includes blocked and abandoned calls.

C : is the typical experience of a caller.

D : is askewed by calls that are quickly answered

Answer: B

Question 4

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 : andard Email-to-Case with assignment rules

B : ghtning Email with web routing prioritization

C : ni-Channel with prioritized queues

D : andard Web-to-Case with assignment rules

Answer: A

Question 5

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.

Which action should a Service Cloud consultant recommend?

A : able Case Merge.

B : eate an auto-launched flow.

C : nfiguration a blocking duplicate rule

D : t a validation rule

Answer: B

Page: 1 / 53

Total 261 Questions | Updated On: Nov 13, 2024

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