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New Salesforce CRT-261 Test Questions | CRT-261 Prep Guide

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New Salesforce CRT-261 Test Questions | CRT-261 Prep Guide

Posted at yesterday 17:08      View：5 | Replies：0        Print      Only Author   [Copy Link] 1#
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q111-Q116):NEW QUESTION # 111
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
  • A. Open cases by reason.
  • B. Cases created by type.
  • C. Case volume by channel.
  • D. Average case stage duration.
Answer: D

NEW QUESTION # 112
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
  • A. Use Einstein Next Best Action.
  • B. Improve Validation Ru!e messages.
  • C. Implement record types and pege layouts.
  • D. Configure Path for Cases.
Answer: C

NEW QUESTION # 113
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
  • A. Add the Knowledge component to the Case record page.
  • B. Add the Knowledge tab to the Service Console.
  • C. Add the Knowledge related list to the Case record page.
Answer: A
Explanation:
To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.

NEW QUESTION # 114
Which three processes are uses case for Visual Workflow? Choose 3 answers
  • A. Cross-sell promotions for agents
  • B. Field validation during case creation
  • C. Decision-based troubleshooting for agents
  • D. Assignment of email to a case queue based on subject
  • E. Caller verification and creation of a new case
Answer: A,C,E

NEW QUESTION # 115
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
  • A. create the necessary objects in SF
  • B. From setup select omnichannel and select enable omni channel
  • C. Create SF cases to have omni channel enabled
  • D. customize service channel settings to define how the org receives work various sources
Answer: B

NEW QUESTION # 116
......
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