CRT-261 Online Practice Questions and Answers

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

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

A company has these requirements for dealing with Cases:

-Handled efficiently and by the right agents

-

Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A.

Route to agents with the most cases closed for that topic.

B.

Route to agents staffing the assigned overflow queues.

C.

Route to agents with the least amount of active assigned work.

D.

Route to agents with the most capacity to take on new work.

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in

deploying a chat solution.

What should be the first step in configuration and customization?

A. Create user profiles or permission sets

B. Enable Chatter Messenger for the organization

C. Enable Live Agent for the organization

D. Create an iframe to display the chat window

Which support channel requires the smallest amount of agent work time?

A. Web to case

B. Email to case

C. Web self service

D. Chat

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A. Escalation rules

B. Case teams

C. Workflow rules

D. Auto-response rules

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance

A. Bulk Data Transfer API

B. Java Language Specific Toolkit

C. Data Integration via SOAP API

D. Cloud-to-Cloud Integration Toolkit

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product?

A. Create an article action for each record type and assign them to each team based on their product specialization

B. Create a permission set for each record type and assign them to each team based on their product specialization

C. Create a page layout for each article type and assign them to each team based on their product specialization

D. Create a data category for each product and assign them to each team bases on their product specialization

Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review is closed, an agent needs to contact the customers to review the activities. Cases can only be closed after the customer review has been completed. Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

A. Account team relationship to the primary contact

B. Case closure rules on the original case

C. Work order and customer contact escalation requirements

D. Visibility and access to the work order records

E. Total number of account and contact records in the database

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A. Optimize queries to reduce the scope of Cases included with each search.

B. Create a data retention plan that archives or purges Cases at regular intervals.

C. Ask contact center managers to review data each quarter to possibly delete.

D. Write an Apex trigger that deletes one case each time a new case is created.