VALID LATEST CRT-261 EXAM ANSWERS | CRT-261 100% FREE BRAINDUMPS PDF

Valid Latest CRT-261 Exam Answers | CRT-261 100% Free Braindumps Pdf

Valid Latest CRT-261 Exam Answers | CRT-261 100% Free Braindumps Pdf

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Tags: Latest CRT-261 Exam Answers, Braindumps CRT-261 Pdf, CRT-261 Reliable Exam Cost, CRT-261 Latest Exam Fee, New CRT-261 Test Sims

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Salesforce CRT-261 is a certification exam designed to test the knowledge and skills of individuals seeking to become certified Service Cloud Consultants. CRT-261 exam is designed to assess the candidate's knowledge of Service Cloud implementation, configuration, and customization. It is a comprehensive exam that covers a wide range of topics, including case management, contact center integration, knowledge management, and service cloud analytics.

The Certification Preparation for Service Cloud Consultant certification exam covers a wide range of topics related to customer service and Salesforce Service Cloud, including case management, contact center management, service cloud automation, knowledge management, and service cloud analytics. Candidates must be familiar with these topics and be able to apply them to real-life scenarios.

>> Latest CRT-261 Exam Answers <<

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q133-Q138):

NEW QUESTION # 133
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

  • A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
  • B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
  • C. Set up IVR with an automated response for customers affected by the recall to defect calls.
  • D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Answer: C


NEW QUESTION # 134
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

  • A. Create a report using the case lifecycle report type.
  • B. Create a report using the case snapshot report type.
  • C. Create a report using the case age report type.
  • D. Create a report using the case historical trending report type.

Answer: A


NEW QUESTION # 135
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

  • A. Custom Lightning Component
  • B. AppExchange solution
  • C. Social Conversation Component
  • D. Omni-Channel

Answer: C


NEW QUESTION # 136
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

  • A. Update the case assignment rule to add the site member to the predefined case team.
  • B. Create a sharing rule to share the contact record with the site member.
  • C. Set up a sharing set to grant access based on the site member's contact record.
  • D. Change the org-wide default for cases and contacts internal access to private.

Answer: C

Explanation:
A sharing set is a feature that allows community members to access records that are not owned by them or shared with them by the org-wide default settings. A sharing set can grant access based on a common lookup field, such as the contact field on the case object. By setting up a sharing set to grant access based on the site member's contact record, the consultant can enable community members to access, create, and manage cases online. Verified References: Service Cloud Consultant Certification Guide & Tips, Sharing Sets Overview


NEW QUESTION # 137
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  • A. Communities
  • B. Field Service
  • C. Chatter Questions
  • D. Macros
  • E. Public Knowledge

Answer: A,C,E


NEW QUESTION # 138
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