May, 2024 CRT-261 Practice Questions

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Sample Question 1

Universal Containers wants to help customers resolve issues by browsing Knowledgearticles and submit a case if they need more information.What should the consultant recommend to meet the requirements?

A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.

Show Answer

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Sample Question 2

vp of service at universal containers wants to make it easier and faster for support reps tosend knowledge articles to customers.What should a consultantconfigure to satisy this request ?

A. Create a macro to send an email with the article to customer
B. create an auto response rule to send the article to teh customer
C. create a workflow email alert to send the artilce to the customer
D. create a lightning email template to sned artilce to customer

Show Answer

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Sample Question 3

A company has implemented Salesforce Service Cloud. The company needs KeyPerformance Indicators (KPIs) to ensure that its customer support service center isprofitable. Which three metrics can be used to help executive management understandservice center costs? Choose 3 answers

A. All open Cases by Priority
B. All open cases by Channel
C. All Cases closed Month-to-date
D. Case resolution time
E. All Cases by Customer

Show Answer

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