CRT-261 Online Practice Questions and Answers

Universal Containers needs to provide contact center agents with access to a customer's payment history

if the call concerns a billing problem. The following considerations need to be taken into account:

Billing problems account for less than 5% of calls.

Billing data is stored in an external system containing over 20 million records.

Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

A. Use Lightning Connect to connect and access data in real-time from the billing system.

B. Import payment data into Salesforce and add to the contact page layout as a related list.

C. Create a Visualforce page that retrieves payment information via a Web Service call-out.

D. Create a custom tab of type URL that displays a search page from the billing system.

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Omni-Channel Utility Component

B. Cases report sorted by Rep and Case Owner

C. Cases report sorted by Rep and Case CreatedDate

D. Omni-Channel Supervisor tab

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolution

B. Average handle time

C. Upsell percentage

D. Customer retention

UC's service center needs to provide support for a new product line. The product manager would like to be

notified whenever a customer reports a new defect. Which solution should a consultant recommend to

meet this requirement?

(choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue

B. Use Chatter case feed and case teams to monitor cases

C. Use an assignment rule to assign new cases to the product manager

D. Use a workflow rule to send an email to the product manager

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Partner portal

B. Service Cloud portal (Customer Community)

C. Enterprise admin

D. Sites

Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Access to custom objects

B. Branded site

C. Simpler and easier to configure

D. Better reporting

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A. Workflow rule

B. Validation rules on case process field

C. Escalation rule to ignore business hours based on case criteria