CRT-261 exam

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?A . Prioritize the requirements based on who submitted them.B . Identify the requirements needed for initial...

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer communityB . Knowledge baseC . Service cloud consoleD . Automatic call distributionView AnswerAnswer: A, B

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?A . Enable...

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases....

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest?A ....

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's nameB . Both Service Reps can chat with the customerC . The chat transcripts and case are transferredD . The Customer doesn't know they were transferredView...

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 answersA . Omni-ChannelB . Page LayoutsC . Record TypesD . Support ProcessesE . Article TypesView AnswerAnswer: A, C,...

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules.B . Define Entitlement and...

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?A . Allow Comments on Knowledge articles.B . Implement Case Assignment Rules.C . Enable Chat in an Experience Cloud site.D ....

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?A . Configure Process BuilderB...