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Salesforce CRT-261: Certification Preparation for Service Cloud Consultant is a certification exam designed to evaluate the knowledge and skills of the candidates in the field of Service Cloud. CRT-261 Exam is aimed at professionals who are involved in the implementation of Service Cloud solutions in their organizations. Certification Preparation for Service Cloud Consultant certification confirms that the candidate has a thorough understanding of the various concepts and tools related to Service Cloud.
Valid CRT-261 Test Answers, CRT-261 Test Simulator FreeYou should also keep in mind that to get success in the Salesforce CRT-261 exam is not an easy task. The Salesforce CRT-261 certification exam always gives a tough time to their candidates. So you have to plan well and prepare yourself as per the recommended CRT-261 Exam study material.
The Salesforce CRT-261 exam is composed of 60 multiple choice questions that must be completed within 105 minutes. The CRT-261 exam covers a wide range of topics, including Service Cloud implementation strategies, Service Cloud data model, Service Cloud automation, Service Cloud integrations, and Service Cloud analytics. CRT-261 exam is designed to ensure that certified professionals have a deep understanding of the Service Cloud platform and can provide comprehensive solutions to their clients. Successful completion of the CRT-261 Certification Exam demonstrates that a professional has the knowledge and experience required to consult on complex Service Cloud solutions and provide valuable insights to their clients. Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q63-Q68):NEW QUESTION # 63
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
A. Case escalation
B. Case milestones
C. Omni-channel
D. Entitlements
Answer: A,C,D
NEW QUESTION # 64
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
A. Send email notifications to all Customers to join the Community.
B. Have agents manually create Users when Community access is requested by Customers.
C. Identify active Customers and send them registration instructions via email.
D. Have agents provide Customers with Community registration instructions when working a case.
Answer: C,D
NEW QUESTION # 65
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
A. Service Console
B. Messaging
C. Chat
D. Social Customer Service
Answer: A,B
NEW QUESTION # 66
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
A. Attachments and .html files in Classic Knowledge are moved to the Files object.
B. Article numbers change during migration.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.
E. Visualforce pages refer to Classic article types.
Answer: A,C,D
NEW QUESTION # 67
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
Explanation:
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first- call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
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