[2018 Dumps] 100% Passing Guarantee With Latest Salesforce CRT-261 Dumps

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We at, ExamInfo Provide you valid Service Cloud Consultant CRT-261 exam dumps. We at "ExamInfo" offers you free demo for CRT-261 practice test software. "CRT-261 65", also known as CRT-261 exam, is a Salesforce Certification. The Service Cloud Consultant CRT-261 exam dumps covers all the key points of the real CRT-261 exam.

Vendor Salesforce
Exam Code CRT-261
Full Exam Name Salesforce Certified Service Cloud Consultant Exam
Certification Name Service Cloud Consultant
Technology  

♥ 2018 VALID CRT-261 Dumps ♥

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Latest Salesforce CRT-261 Exam Questions and Answers:

Version: 8.0
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
 
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
 
Answer: C, D 
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?
 
A. Create a list view report that includes fields for call center location, agent, calendar month, and
first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month,
and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and firstcall
resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and firstcall
resolution.
 
Answer: D 
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?
 
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
 
Answer: B 
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
 
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
 
Answer: A, B 
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
 
A. Contacts
B. Products
C. Service contracts
D. Case history
 
Answer: A, C