CRT-261 Practice Test

A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A.

customer satisfaction Survey

B.

Customer Purchase History

C.

Customer Support Requests

D.

Net promoter Score

E.

Service Level Agreement

Universal Containers wants to be able to assign Cases based on the same criteria they use
for Live Agent chats. Which feature should a Consultant recommend?

A.

Omni-channel Skills-based routing

B.

Live Agent Queue-based routing

C.

Omni-channel Queue-based routing

D.

Case Skills-based Assignment Rules

Universal Containers is training a new set of Service Reps. Part of the training includes
handling Live Agent chats from customers. However, it is important that contact center
managers monitor the chat sessions to ensure the Service Reps' responses are
professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A.

Configure Omni-Channel Supervisor tab and 3rd party access.

B.

Configure Live Agent Supervisor tab and Whisper Messages.

C.

Add the Live Agent Component to the Utility bar.

D.

Configure the SOS snap-in for the Lightning Service Console.

The Support Manager at Universal Containers is getting inaccurate agent performance
reports. After researching the data, the Salesforce Administrator has identified hundreds of
cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2answers

A.

Create a case assignment rule to ensure cases are owned by a user when closed.

B.

Use a data tool to update the owner field on closed cases.

C.

Create a Process Builder and Flow to change the owner on closed cases.

D.

Create a case validation rule to ensure cases are owned by a user when closed.

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.

Chatter groups

C.

Public groups

D.

Escalation rule