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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam. >> CRT-261 Relevant Questions <<

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q35-Q40):

NEW QUESTION # 35
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

• A. Number of archived articles
• B. Number of customer ratings
• C. Number of article votes
• D. Number of approved articles

Answer: C
NEW QUESTION # 36
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A. On a utility bar of the Lightning App
• B. On a record Activity Feed list
• C. On the Calendar right hand panel
• D. On a record Highlights Panel

Answer: B
NEW QUESTION # 37
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

• A. Configure Lightning Guided Engagement.
• B. Customize the Pre-chat form.
• C. Configure a Live Chat Validation Rule.
• D. Customize the Lightning Console chat page.

Answer: B
NEW QUESTION # 38
Why would customer upgrade from self-service to customer portal (Choose 3)?

• A. Better reporting
• B. Branded site
• C. Access to custom objects
• D. Simpler and easier to configure

Answer: A,B,C
NEW QUESTION # 39
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

• A. Average case stage duration.
• B. Open cases by reason.
• C. Cases created by type.
• D. Case volume by channel.

Answer: A
NEW QUESTION # 40
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