CRT-261 GUIDE & CRT-261 PASS LEADER DUMPS

CRT-261 Guide & CRT-261 Pass Leader Dumps

CRT-261 Guide & CRT-261 Pass Leader Dumps

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who want to demonstrate their expertise in implementing and managing customer service solutions using Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who work as service cloud consultants, customer service managers, or system administrators.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q161-Q166):

NEW QUESTION # 161
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

  • A. Configure Service Contracts.
  • B. Set up Milestones.
  • C. Create an Entitlement Process.
  • D. Enable Work Orders.

Answer: B,C


NEW QUESTION # 162
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

  • A. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
  • B. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
  • C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Answer: B

Explanation:
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.


NEW QUESTION # 163
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

  • A. Recommend articles prior to a Live Agent session
  • B. Suggest articles for an email-to-case question
  • C. Recommend articles during a call for a support agent
  • D. Suggest articles for a web-to-case question

Answer: A,D


NEW QUESTION # 164
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

  • A. Email-to-Case
  • B. Heroku Connect
  • C. On-Demand Email-to-Case

Answer: C

Explanation:
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.


NEW QUESTION # 165
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

  • A. Enable Case Merge.
  • B. Set a validation rule
  • C. Create an auto-launched flow.
  • D. Configuration a blocking duplicate rule

Answer: A

Explanation:
Explanation
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience


NEW QUESTION # 166
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