最新的Salesforce Certification Preparation for Service Cloud Consultant - CRT-261免費考試真題
Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?
Which solution should a consultant recommend to meet this requirement?
正確答案: C
說明：（僅 Fast2test 成員可見）
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
Which solution should the consultant recommend to meet the needs of the organization?
正確答案: C
說明：（僅 Fast2test 成員可見）
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Which solution allows product managers to quickly see and review the cases that are created for their products?
正確答案: A
說明：（僅 Fast2test 成員可見）
Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?
Which tool should the consultant use to meet the requirements?
正確答案: A
說明：（僅 Fast2test 成員可見）
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
How should the consultant recommend the report be created?
正確答案: C
說明：（僅 Fast2test 成員可見）
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
Which configuration should a consultant use when deploying the console?
正確答案: A
說明：（僅 Fast2test 成員可見）
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
正確答案: A
說明：（僅 Fast2test 成員可見）
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?
正確答案: B
說明：（僅 Fast2test 成員可見）
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
正確答案: C
說明：（僅 Fast2test 成員可見）
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
正確答案: C
說明：（僅 Fast2test 成員可見）
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?
Which solution should the consultant recommend to prevent this scenario from happening in the future?
正確答案: B
說明：（僅 Fast2test 成員可見）
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
正確答案: C
說明：（僅 Fast2test 成員可見）
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?
Which metric should a consultant recommend to track the efficiency of individual agents?
正確答案: A
說明：（僅 Fast2test 成員可見）