New CRT-261 Dumps For Preparing Salesforce Service Cloud Consultant Certified Salesforce Exam Well
Updated CRT-261 Dumps Questions Are Available [2024] For Passing Salesforce Exam
Salesforce CRT-261 certification exam is an essential step for professionals who want to advance their career in the customer service industry. Certification Preparation for Service Cloud Consultant certification validates the candidate's skills and knowledge in Salesforce tools and technologies related to customer service and support. With this certification, candidates can differentiate themselves in the job market and gain recognition for their expertise in designing and implementing customer service solutions using Salesforce Service Cloud.
Salesforce CRT-261 certification is highly valued in the industry, and it is recognized by top organizations globally. Certification Preparation for Service Cloud Consultant certification not only validates the candidate's knowledge and skills but also enhances their career prospects. Certification Preparation for Service Cloud Consultant certification holders are considered experts in Service Cloud implementation and are in high demand by organizations that use Salesforce.
NEW QUESTION # 107
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. Reduced issue resolution time
- B. Reduced first contact resolution
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. A knowledge article life cycle that evolves based on usage and demand
Answer: A,B
NEW QUESTION # 108
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. Customer Community Plus
- C. High Volume Customer Portal
- D. Customer Community
Answer: B
NEW QUESTION # 109
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Apex code must be used to update fields in the database.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,B,D
NEW QUESTION # 110
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Data Category to assign an article record type to a Reviewer.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: C,D
NEW QUESTION # 111
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Public groups
- B. Communities
- C. Salesforce Chat
- D. Mass email
Answer: B,C
NEW QUESTION # 112
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Field Service Inventory
- B. Service Appointment Bundling
- C. Work Oder Assignment
- D. Operating Hours and Shifts
Answer: A
Explanation:
Explanation
Field Service Inventory is a feature that can help minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Field Service Inventory allows administrators to track and manage the inventory of products that technicians need to perform their work, such as parts, tools, or consumables. Field Service Inventory can help assign products to technicians based on their skills, location, and availability, as well as replenish products from warehouses or suppliers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_setup.htm&type=5
NEW QUESTION # 113
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- B. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- C. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- D. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Answer: D
NEW QUESTION # 114
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Appexchange solution
- C. Omni channel
- D. Custom lightning component
Answer: A
NEW QUESTION # 115
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Approval process history migrate to Lightning Knowledge.
- B. Visualforce pages refer to Classic article types.
- C. Attachments and .html files in Classic Knowledge are moved to the Files object.
- D. Each article must be associated to a record type.
- E. Article numbers change during migration.
Answer: A,C,D
NEW QUESTION # 116
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Implement Recommended Articles.
- B. Deploy a Partner Central Community.
- C. Create a Customer Experience Cloud site.
- D. Configure Web-to-Case.
Answer: C
NEW QUESTION # 117
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. Send out a monthly survey to customers requesting feedback.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: B
NEW QUESTION # 118
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Make contact center representatives accessible 24/7 to distribute the call volume.
- B. Hire contact center representatives that specialize in each of the product categories.
- C. Make knowledge base articles and community answers accessible on its website.
- D. Redirect users from the company site to social media forums about the products.
Answer: C
NEW QUESTION # 119
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Social Post record
- B. Case Chatter feed
- C. Case notes related list
- D. Case activity feed
Answer: A
NEW QUESTION # 120
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter where Dete/Time Opened equals Created Date
- B. Filter where Closed Date equals Created Date
- C. Filter or Cosed When Created equals true
- D. Filter on Status equals Ctosea Resolved
Answer: C
Explanation:
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 121
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Approval of test scripts from the business lead
- B. Fund customer approval on training materials
- C. Verification that sample data has been loaded
- D. Verification of the production migration checklist
Answer: A,C
NEW QUESTION # 122
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define article types with public sharing settings.
- B. Define topics for each knowledge article.
- C. Define a custom field to identify the subject.
- D. Define data categories with custom visibility.
Answer: A,C,D
NEW QUESTION # 123
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It is skewed by calls that are quickly answered
- B. It includes blocked and abandoned calls.
- C. It captures the same informaion as First Call Resolution.
- D. It is the typical experience of a caller.
Answer: A
Explanation:
Explanation
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5
NEW QUESTION # 124
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Screen Flow
- B. Einstein Case Routing
- C. Omni-Channel Supervisor
- D. Case Escalation Rules
Answer: C
NEW QUESTION # 125
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