CRT-261 Practice Test

Universal Containers uses Live Agent to interact with customers. Service Reps complain
that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2
answers

A.

Visual Workflow

B.

Lightning Guided Engagement

C.

Quick Text

D.

Macros

A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to
work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2
answers

A.

Route to agents with the most cases closed for that topic.

B.

Route to agents staffing the assigned overflow queues.

C.

Route to agents with the least amount of active assigned work.

D.

Route to agents with the most capacity to take on new work.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is
looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article
usefulness?

A.

Contact Salesforce to send a report on article efficacy.

B.

Send out a monthly survey to customers requesting feedback.

C.

Install Knowledge Base Dashboards and Reports AppExchange package.

D.

Create a group of super users that will evaluate and manage articles.

What are two design considerations for a Live Agent implementation? Choose 2 answers

A.

Chat Visitor Browser

B.

Chat Window Title

C.

Chat Character Limit

D.

Idle Connection Timeout

A company frequently has issues with customers that need complex, hands-on technical
support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these
restrictions?

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge