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[General] Reliable CRT-261 Exam Sims, Exam CRT-261 Materials

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【General】 Reliable CRT-261 Exam Sims, Exam CRT-261 Materials

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Salesforce CRT-261 is a certification exam designed for Service Cloud Consultants. CRT-261 exam is designed to test the candidates' knowledge and skills in configuring and implementing Salesforce Service Cloud solutions. CRT-261 exam tests various aspects related to Service Cloud, such as designing and implementing contact centers, configuring case management, implementing Knowledge management, and integrating with other third-party systems. The Salesforce CRT-261 Exam is a comprehensive and challenging exam that requires thorough preparation and an in-depth understanding of Service Cloud.
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q196-Q201):NEW QUESTION # 196
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
  • A. Data Category Visibility
  • B. Data Category Groups
  • C. Chatter Answers
  • D. Article Translation
Answer: B
Explanation:
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business. Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview

NEW QUESTION # 197
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
  • A. Define Entitlement and Milestones.
  • B. Enable Omni-Channel Routing.
  • C. Configure Case Escalation Rules.
  • D. Use Process Builder with Scheduled Actions
Answer: A
Explanation:
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified References: [Entitlement Management]

NEW QUESTION # 198
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
  • A. Reduced first contact resolution
  • B. A knowledge article life cycle that evolves based on usage and demand
  • C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
  • D. Reduced issue resolution time
Answer: A,D

NEW QUESTION # 199
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
  • A. Quick Action
  • B. Outbound Sales Dialer
  • C. History Utility
  • D. Macros
Answer: C,D
Explanation:
Explanation
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/ar ... view.htm&type=5 :
https://help.salesforce.com/s/ar ... view.htm&type=5

NEW QUESTION # 200
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
  • A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
  • B. Create a Visualforce page on the customer community portal.
  • C. Set up insert Article into Social post and enable the customer community portal.
  • D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: C

NEW QUESTION # 201
......
In the world of industry, Salesforce Service Cloud Consultant certification is the key to a successful career. If you have achieved credential such as Salesforce then it means a bright future is waiting for you. Avail the opportunity of CRT-261 dumps at GetValidTest that helps you in achieving good scores in the exam. Due to these innovative methodologies students get help online. The CRT-261 Exam Questions Answers are very effective and greatly helpful in increasing the skills of students. They can easily cover the exam topics with more practice due to the unique set of CRT-261 exam dumps. The CRT-261 certification learning is getting popular with the passage of time.
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