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CRT-261 Practice Questions

Question # 1
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout


A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.


Question # 2

Universal Containers runs a support operation with multiple call centers. The Support
Manager wants to measure first-call resolution by call center location, agent, and calendar
month.
Which reporting solution should the Consultant recommend?

A.

Create a list view report that includes fields for call center location, agent, calendar
month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month,
and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



Question # 3

How should a Consultant provide Suggested Article functionality to Lightning Service
Console users?

A.

Add the Knowledge Component to the Service Console.

B.

Add the Knowledge tab to the Console app.

C.

Create email templates with Knowledge Articles attached.

D.

Add the Suggested Article widget to the Case page layout.



A.

Add the Knowledge Component to the Service Console.



Question # 4
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
A.

Create a Dashboard for each Region.

B.

Create a single Dashboard with a Region filter.

C.

Create a Dashboard for each Case Team.

D.

Create a single Dashboard with a Case Team filter



B.

Create a single Dashboard with a Region filter.



Question # 5

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?

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



B.

Configure Omni-Channel with Most Available Routing



Question # 6

A company is planning for the migration of an existing knowledge base into Salesforce
Knowledge. Which set of factors should be considered in selecting which articles to
migrate?

A.

Last modified date and frequent search terms

B.

Last modified date and number of recent article views

C.

Original creation date and average rating of articles

D.

Original creation date and total number of article views



B.

Last modified date and number of recent article views



Question # 7
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?
A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules



A.

Standard Email-to-Case with assignment rules



Question # 8
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
A.

Install an adapter from AppExdiange to work with third-party cn systems.

B.

Enable Live Agent in their community to chat with an agent.

C.

Assign the correct Salesforce users to the Call Center.

D.

Create a softphone layout and assign to user profiles.

E.

Assign the Salesforce CTI license to Salesforce users.



A.

Install an adapter from AppExdiange to work with third-party cn systems.


C.

Assign the correct Salesforce users to the Call Center.


D.

Create a softphone layout and assign to user profiles.



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