Free CRT-261 Mock Exam – Practice Online Confidently

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password

resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger,

and WhatsApp.

What should the consultant recommend to handle the new cases?

A service manager at Cloud Kicks has received complaints from customers who speak languages other than

English that their cases are taking a

long time to be resolved. After investigation, the consultant has determined that these work items fail to be

assigned to the correct agents.

What should the consultant recommend that the service manager do first?

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how longeach case is owned by each team before it gets resolved.Which report should the Service Cloud Consultant use for this requirement?

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations

are over capacity while other locations have available capacity. Managers would like the ability to respond to

these situations.

What should a consultant recommend as a solution?

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed andfully productive isa priority. UC implemented a standardized agent-customer dialog to assist agents.Which feature should a consultant integrate into the Service Console?