Salesforce Certification Preparation for Service Cloud Consultant - CRT-261 Exam Practice Test
Question 1
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?
What should a consultant recommend?
Correct Answer: B
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Question 2
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Which feature should a consultant recommend to meet this requirement?
Correct Answer: C
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Question 3
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Correct Answer: B
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Question 4
How should a consultant configure a report that shows the average number of days that Cases stay open?
Correct Answer: B
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Question 5
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
What should a consultant recommend as the next step?
Correct Answer: A
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Question 6
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
Which solution should a consultant recommend to meet the requirement?
Correct Answer: A
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Question 7
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
What is the recommended level of case access for the Case Team role?
Correct Answer: B
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Question 8
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
Correct Answer: C
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Question 9
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
Correct Answer: C
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