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CRT-261 Practice Questions

Prepare for your Service Cloud Consultant Certification Exam Exam Practice Test


Total 40 Pages
Total 198 Questions

CRT-261 Practice Questions

Question# 1

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
Choose the Choices:


Question# 2

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first - call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?
Choose the Choices:


Question# 3

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement?
Choose the Choices:


Question# 4

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers
Choose the Choices:


Question# 5

Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
Choose the Choices:


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