CRT-261 exam

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?A . Deploy the configured and tested app to production, update...

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?A . Enable Omni-Channel Case assignmentB . Define separate...

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service...

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlementsB . Entitlement processes, contracts, contract line Items, and entitlementsC . Entitlement processes, contract line items, milestones, and entitlementsD...

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and...

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant...

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?A . Configure Lightning Guided Engagement.B . Configure a Live Chat Validation Rule.C . Customize the Pre-chat form.D . Customize the Lightning Console chat page.View AnswerAnswer: C

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 answersA . Enable Work Orders.B . Create an Entitlement Process.C . Set up Milestones.D . Configure Service Contracts.View AnswerAnswer:...

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to...

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answersA . Omni-ChannelB . Publisher ActionsC...