Download Salesforce.CRT-261.VCEplus.2022-08-21.50q.tqb
| Vendor: | Salesforce |
| Exam Code: | CRT-261 |
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Date: | Aug 21, 2022 |
| File Size: | 196 KB |
Demo Questions
Question 1
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- Add the Knowledge related list to the Case record page.
- Add the Knowledge tab to the Service Console.
- Add Knowledge Data Categories to each Case.
- Add the Knowledge Component to the Case record page.
Correct answer: D
Explanation:
Question 2
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- Customize service channel settings to define how the organization receives work from various
- Create a Salesforce Case to have Omni-Channel enabled.
- Create the necessary objects in Salesforce.
- From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
Correct answer: D
Question 3
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- Simplify the interactive voice response (IVR) tree.
- Set up Email-to-Case.
- Use Assignment rules and case queues.
- Add additional agents to lower average hold time.
Correct answer: AB
Explanation:
