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Certification Preparation for Service Cloud Consultant Pass4sure Test - CRT-261

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Certification Preparation for Service Cloud Consultant Pass4sure Test - CRT-261

Posted at 1 hour before      View：3 | Replies：0        Print      Only Author   [Copy Link] 1#
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q112-Q117):NEW QUESTION # 112
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
  • A. Plan and communicate the deployment to all users of the organization in advance.
  • B. Select a window of time when users will NOT be making changes to the organization.
  • C. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
  • D. Ensure all users refrain from logging into production for an entire day prior to deployment.
  • E. Migrate a test deployment to a staging environment for a smoother real-life experience.
Answer: A,B,E

NEW QUESTION # 113
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. Top Articles sorted descending
  • B. Search Activity Gaps
  • C. Most Linked Articles
  • D. Most Revised Articles
Answer: B
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 # 114
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
  • A. Einstein Bot social queues.
  • B. Social Persona for Twitter and Facebook.
  • C. Social Customer Service for Twitter and Facebook.
  • D. Social Media Marketing message tagging.
Answer: C
Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview

NEW QUESTION # 115
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
  • A. Create a dashboard that includes articles submitted by agents and approved for publication.
  • B. Measure and reward agents based on the number of new articles approved for publication.
  • C. Measure and reward agents based on the number of new articles submitted for approval.
  • D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,C

NEW QUESTION # 116
Milestones can be added to which three object types?
Choose 3 Answers
  • A. Account
  • B. Case
  • C. Work order
  • D. Service
  • E. Entitlement
Answer: B,C,E
Explanation:
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects

NEW QUESTION # 117
......
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