Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 251:

  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 Case Assignment Rules

  B. Configure Omni-Channel with Most Available Routing

  C. Configure Live Agent Skills-based Routing

  D. Configure Omni-Channel with Least Active Routing

  Correct Answer: B

• Question 252:

  Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?

  A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

  B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

  C. Create a joined report that includes fields for call center location, agent, calendar month, and first- call resolution.

  D. Create a matrix report that includes fields for call center location, agent, calendar month, and first- call resolution.

  Correct Answer: D

• Question 253:

  Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

  A. Salesforce Knowledgebase

  B. Chatter Groups

  C. Field Service Lightning

  D. Service Cloud SOS

  Correct Answer: CD