CRT-261 Exam Questions & Answers

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CRT-261 Exam Questions & Answers

Vendor: Salesforce

Certifications: Service Cloud Consultant

Exam Code: CRT-261

Exam Name: Certification Preparation for Service Cloud Consultant


Q&As: 253

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CRT-261 Online Practice Questions and Answers

Questions 1

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Show Answer
Questions 2

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

A. Number of cases escalated by agent

B. Number of articles created by agent

C. Number of articles attached to a case

D. Number of solutions created by agent

Show Answer
Questions 3

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A. Enable social profile and add workflow rules to the contact object

B. Use Twitter-to-Case and add workflow rules to the case object

C. Enable social profile and add assignment rules to the case object

D. Use the routing queues provided with Salesforce for Twitter and Facebook

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