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Authentic CRT-261 Exam Hub - CRT-261 Certification Test Questions

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q50-Q55):

NEW QUESTION # 50
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of closed cases
B. Number of attempts to contact
C. Number of lead referrals
D. Number of outbound calls per day

Answer: B,D

NEW QUESTION # 51
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

A. Omni-Channel Supervisor and Whisper Messages
B. Chat Supervisor tab and Whisper Messages
C. Incident Management tab and Whisper Messages

Answer: A

Explanation:
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.

NEW QUESTION # 52
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge tab to the Console app.
B. Add the Knowledge Component to the Service Console.
C. Create email templates with Knowledge Articles attached.
D. Add the Suggested Article widget to the Case page layout.

Answer: B

NEW QUESTION # 53
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. Define separate Record Types for Tier 1 and Tier 2
B. Enable Omni-Channel Case assignment
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action

Answer: C,D

NEW QUESTION # 54
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

A. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
B. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Answer: B

Explanation:
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.

NEW QUESTION # 55
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