Certification Preparation for Service Cloud Consultant (CRT-261) Free Practice Test

Question 1

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

A. Chat with an agent

B. Knowledge base

C. Email-to-Case

Correct Answer: B

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Question 2

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A. Approval Processes

B. Support Processes

C. Support Types

Correct Answer: B

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Question 3

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Prepare, Plan, Test, Validate, Execute

B. Plan, Prepare, Execute, Test, Validate

C. Plan, Prepare, Test, Execute, Validate

Correct Answer: C

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Question 4

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?

A. Knowledge Base Reports and Dashboard Package Installation

B. Custom Report Types with Reports and Dashboards

C. Knowledge Dashboard Pack for CRM Analytics Installation

Correct Answer: A

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Question 5

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?

A. Identify and prioritize the requirements for the minimum viable product.

B. Prioritize the requirements based on requests from the regions.

C. Prioritize the requirements based on the stakeholder who submitted them.

Correct Answer: A

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Question 6

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

A. Import the records and use Duplicate Management.

B. Import the records and create a Flow to change the data type.

C. Deduplicate the data before importing into Salesforce.

Correct Answer: C

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Question 7

What is a common deflection technique to reduce the number of interactions for a contact center?

A. Suggest articles for an Email-to-Case question.

B. Recommend articles prior to a Chat session.

C. Recommend articles during a call from a support agent.

Correct Answer: B

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Question 8

Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.
Which environment type should the consultant recommend?

A. Full copy sandbox

B. Partial Copy Sandbox

C. Developer Pro Sandbox

Correct Answer: A

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Question 9

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

A. Enable Case Merge.

B. Create an autolaunched Flow,

C. Set up duplicate rules on Case.

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

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Salesforce Certification Preparation for Service Cloud Consultant (CRT-261) Free Practice Test