CRT-261.pdf
Q: 1
[Case Management]
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the
agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the
future?
Options
Q: 2
[Service Cloud Solution Design]
Universal Containers case managers receive a high volume of new cases daily and would like to
improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly
across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
Options
Q: 3
[Industry Knowledge]
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent
to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Options
Q: 4
[Industry Knowledge]
Universal Containers wants to automate the process of case creation. While conducting a business
process review, the consultant learned that customers sometimes upload digital pictures of
the problem.
Following best practices, which solution should a consultant recommend?
Options
Q: 5
[Implementation Strategies]
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software
engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
Options
Q: 6
[Service Cloud Solution Design]
Universal Containers is implementing Service Cloud to make the workflow more efficient
and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to
the right customer information?
Options
Q: 7
[Contact Center Analytics]
A contact center manager wants to measure improvements to capacity planning operations after the
implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management
system?
Options
Q: 8
[Industry Knowledge]
Universal Containers provides customers with different service levels based on their services
agreement. The VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior
management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
Options
Q: 9
[Industry Knowledge]
Universal Containers has implemented Service Cloud. The company needs key performance
indicators (KPIs) to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center
costs?
Options
Q: 10
[Industry Knowledge]
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction
channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
Options
Question 1 of 10
