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Free and Premium Salesforce CRT-261 Dumps Questions Answers

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Total 198 questions

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 1

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Options:

A.

Enable Work Orders.

B.

Create an Entitlement Process.

C.

Set up Milestones.

D.

Configure Service Contracts.

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Question 2

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Options:

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge

Question 3

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

Question 4

Milestones can be added to which three Object types? Choose 3 answers

Options:

A.

Entitlement

B.

Work Order

C.

Service

D.

Case

E.

Account

Question 5

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

Options:

A.

Salesforce Knowledgebase

B.

Chatter Groups

C.

Field Service Lightning

D.

Service Cloud SOS

Question 6

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options:

A.

Account tabs and Cases tab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs

Question 7

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 8

Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.

How should the permissions for article managers be set up?

Choose one answer

Options:

A.

Create public groups with article managers and assign each group to specific article actions.

B.

Create publication teams with article managers and assign each team to specific article actions.

C.

Create public groups with article managers and assign each group to specific publication states.

D.

Create publication teams with article managers and assign each team to specific publication states.

Question 9

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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Total 198 questions