CRT-261 Exam Questions

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC...

Universal Containers wants to ensure the contracted service level requirements for its customers are being met. What should a consultant configure to meet this requirement?

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensur...

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the...

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend...

What is a common deflection technique to reduce the number of interactions for a contact center?

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pict...

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational s...

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection a...

Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step...

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on...

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate t...

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Whi...

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to m...

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a ne...

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution sho...

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The ne...

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Wh...

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Est...

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy complet...

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?

Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attac...

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure...

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the succ...

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written i...

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution tha...

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice- only support. Support agents are certified on one or more specific product lines....

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceedi...

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live...

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommen...

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Age...

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notic...

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent wit...

Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions. Which feature should a consultant configure to meet this requirem...

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organizati...

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a c...

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozen...

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to se...

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able...

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more...

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the c...

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Cha...

At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is...

Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consult...

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology. Which benefit can be...

A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the c...