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CRT-261 PDF DEMO:

QUESTION NO: 1
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 Omni-Channel with Most Available Routing
B. Configure Case Assignment Rules
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
Answer: A

QUESTION NO: 2
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 CreatedDate
C. Cases report sorted by Rep and Case Owner
D. Omni-Channel Supervisor tab
Answer: D

QUESTION NO: 3
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
A. Mass email
B. Public groups
C. Escalation rule
D. Chatter groups
Answer: D

QUESTION NO: 4
Universal Containers wants to maintain Service Level Agreements on its customer cases.
Customers are provided different service levels based on their Services agreement. The VP of
Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A. Case Escalation
B. Case Assignment
C. Salesforce Console
D. Entitlements and Milestones
Answer: D

QUESTION NO: 5
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
A. Implement Partner Communities with Knowledge.
B. Implement Employee Communities with Content.
C. Implement Customer Communities with Knowledge.
D. Implement Customer Communities with Content.
Answer: C

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