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CRT-261 Exam Dumps : Salesforce Certified Service cloud consultant (SU24)

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Salesforce Certified Service cloud consultant (SU24) Questions and Answers

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Question 1

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

Options:

A.

Omni-Channel

B.

Page Layouts

C.

Record Types

D.

Support Processes

E.

Article Types

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Question 2

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?

Options:

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

Question 3

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:

• Support attachments up to 30 MB per inquiry

• Over 10,000 inquiries per day

What solution should a consultant recommend to meet these requirements?

Options:

A.

Emall-to-Case

B.

Customer Chatter groups

C.

Web-to-Case

D.

On-Demand Email-to-Case

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