ENHANCE SKILLS AND BOOST CONFIDENCE WITH SALESFORCE CRT-261 PRACTICE TEST SOFTWARE

Enhance Skills and Boost Confidence with Salesforce CRT-261 Practice Test Software

Enhance Skills and Boost Confidence with Salesforce CRT-261 Practice Test Software

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To prepare for the Salesforce CRT-261 exam, candidates must have a thorough understanding of the Service Cloud platform and its functionality. They should be able to analyze business requirements, design solutions, and configure the system to meet customer needs. CRT-261 exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete it. The passing score is 68%, and the exam fee is $200.

Preparing for the Salesforce CRT-261 exam can be a daunting task, but there are many resources available to help candidates succeed. Salesforce offers several training courses, including Service Cloud Consultant Certification Preparation, which covers all exam topics in depth. Additionally, there are many online communities and forums where candidates can connect with other professionals and share study tips and resources. With the right preparation, candidates can feel confident in their ability to pass the Salesforce CRT-261 Exam and become certified Service Cloud Consultants.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q20-Q25):

NEW QUESTION # 20
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

  • A. Path for Cases
  • B. Interaction Log
  • C. Lightning Process Builder
  • D. Lightning Row for Service

Answer: A,B

Explanation:
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide
& Tips, Use the Interaction Log Component, Set Up Path for Cases


NEW QUESTION # 21
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

  • A. Develop and publish a knowledge management system
  • B. Configure Visual Flows on Salesforce mobile.
  • C. Integrate with an enterprise resource planning system.
  • D. Implement Field Service Lightning.

Answer: D

Explanation:
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview


NEW QUESTION # 22
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?

  • A. Share the Folder with Quick text for each language.
  • B. Set the Organization-Wide default to Public Ready Only.
  • C. Share each Quick Text individually to Public Groups.
  • D. Use translation Workbech to localize each Quick Text.

Answer: A

Explanation:
Explanation
Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service.
Verified References:
: Quick Text Overview
: Share Quick Text Using a Folder in Lightning Experience
: Translate Quick Text


NEW QUESTION # 23
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

  • A. Chat
  • B. Social Customer Service
  • C. Web-to-case
  • D. Email-to-case

Answer: D


NEW QUESTION # 24
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

  • A. Most Revised Articles
  • B. Most Linked Articles
  • C. Top Articles sorted descending
  • D. Search Activity Gaps

Answer: D

Explanation:
Explanation
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5


NEW QUESTION # 25
......

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