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[Hardware] CRT-261 Latest Test Materials - CRT-261 Reliable Exam Blueprint

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【Hardware】 CRT-261 Latest Test Materials - CRT-261 Reliable Exam Blueprint

Posted at before yesterday 20:16      View：8 | Replies：0        Print      Only Author   [Copy Link] 1#
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The CRT-261 exam covers a variety of topics related to Service Cloud, including case management, knowledge management, interaction channels, and reporting and analytics. It is a 90-minute exam that consists of 60 multiple-choice questions, and it is available in both English and Japanese. To pass the exam, you will need to score at least 68%, and the exam fee is $200. Salesforce offers various resources to help you prepare for the exam, including official study guides, online training courses, and practice exams. With a Salesforce CRT-261 Certification, you will be able to showcase your skills and expertise to potential employers and clients, and advance your career as a Service Cloud Consultant.
Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q109-Q114):NEW QUESTION # 109
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
  • A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
  • B. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
  • C. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
  • D. Deliver the entire project simultaneously so as to present UC with a completed solution.
Answer: A

NEW QUESTION # 110
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
  • A. Knowledge articles created by call center agents.
  • B. Number of knowledge articles in each data category.
  • C. Knowledge articles with the lowest rating.
  • D. Knowledge search query with no results.
Answer: C,D
Explanation:
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports

NEW QUESTION # 111
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
  • A. Automatic call distribution
  • B. Knowledge base
  • C. Service cloud console
  • D. Customer community
Answer: B,D
Explanation:
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center.
Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview

NEW QUESTION # 112
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
  • A. Reduced support channels
  • B. Reduced issue resolution time
  • C. Optimized use of resources
  • D. Increased call deflection
  • E. Increased call routing accuracy
Answer: B,C,D
Explanation:
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
* Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
* Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
* Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge- Centered Service (KCS) Overview

NEW QUESTION # 113
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.
  • A. Create multiple console layouts
  • B. Configure Macros
  • C. Enable keyboard shortcuts
  • D. Define criteria-based record page components
Answer: D
Explanation:
Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
console2_components_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
console2_components_criteria_based.htm&type=5

NEW QUESTION # 114
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