Free Salesforce CRT-261 Exam Dumps Questions & Answers

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?

• A.Create auto-response templates for Case emails.
• B.Configure a self-service Knowledge Base.
• C.Configure Skills-Based Routing for service channels.

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

• A.Escalation rules
• B.Quick Action
• C.Apex trigger

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

• A.Assigned Work
• B.Agent Detail
• C.Agent Work

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

• A.Email-to-Case
• B.Chat with an agent
• C.Knowledge base

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

• A.Create a Validation Rule.
• B.Create an action on Case,
• C.Create a Case Macro.