Free CRT-261 – Salesforce Certified Service Cloud Consultant Practice Test Question

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  Number of calls offered

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  Agent utilization

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  Quality monitoring score

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  Schedule adherence
  
  

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  Visual Workflow

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  Lightning Guided Engagement

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  Quick Text

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  Macros
  
  

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

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  Route to agents staffing the assigned overflow queues.

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

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

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  Apex code must be used to update fields in the database.

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  Elements can be used to pass data to legacy systems.

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  Apex code must be used to pass data to legacy systems.

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  Only one version of a flow can be activated at a time.

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  Elements can be used to update fields in the database.
  
  

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  Ensure that at least 60% of the code is covered by unit tests before deploying to production.

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  Plan and communicate the deployment to all users of the organization in advance.

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  Select a window of time when users will NOT be making changes to the organization.

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  Ensure all users refrain from logging into production for an entire day prior to deployment.

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  Migrate a test deployment to a staging environment for a smoother real-life experience.
  
  

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  Create public groups with article managers and assign each group to specific article actions.

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  Create publication teams with article managers and assign each team to specific article actions.

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  Create public groups with article managers and assign each group to specific publication states.

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  Create publication teams with article managers and assign each team to specific publication states.
  

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  Open CTI

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  Macros

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  Local Presence

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  Lightning Dialer
  
  

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  Account tabs and Cases tab

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  Case tabs with Account subtabs

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  Account tab with Cases related list

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  Account tabs with Case Subtabs
  
  

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  Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

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  Enable the Knowledge sidebar related list on the case page layout.

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  Enable the Knowledge sidebar setting in the case support settings.

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  Create a Visualforce page called Knowledge sidebar on the case page layout.
  
  

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  Mass email

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  Chatter groups

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  Public groups

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  Escalation rule