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CRT-261 Practice 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

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?

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?

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

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

Note:

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CRT-261 Practice 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

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?

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?

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

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

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CRT-261 EXAM

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