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[General] CRT-261 Exam Simulator Online - CRT-261 Exam Reference

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【General】 CRT-261 Exam Simulator Online - CRT-261 Exam Reference

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To become a Salesforce Certified Service Cloud Consultant, candidates are required to pass the CRT-261 Exam, which consists of 60 multiple-choice questions that need to be completed within 105 minutes. CRT-261 exam is designed to assess the candidate's ability to design and implement customer service solutions using Salesforce tools and technologies. Candidates must have a solid understanding of the Salesforce Service Cloud platform, including its capabilities, features, and functionalities.
Salesforce CRT-261 Exam Reference, CRT-261 Latest DumpsWe offer a money-back guarantee if you fail despite proper preparation and using our product (conditions are mentioned on our guarantee page). This feature gives you the peace of mind to confidently prepare for your Certification Preparation for Service Cloud Consultant (CRT-261) certification exam. Our Salesforce CRT-261 exam dumps are available for instant download right after purchase, allowing you to start your Certification Preparation for Service Cloud Consultant (CRT-261) preparation immediately.
Salesforce CRT-261 Exam Tests the candidate's knowledge on various Service Cloud topics such as designing service solutions, configuring service cloud applications, managing data and analytics, and integrating with other Salesforce products. Certification Preparation for Service Cloud Consultant certification exam is a must-have for those who want to become certified Salesforce Service Cloud consultants. Certification Preparation for Service Cloud Consultant certification validates the candidate's ability to provide strategic guidance on best practices for Service Cloud implementation, as well as their ability to identify opportunities for improvement in the customer service process.
Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q126-Q131):NEW QUESTION # 126
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
  • A. Service Cloud Voice with Tele-pay
  • B. Einstein Bots with check processing
  • C. Experience Cloud with payment processing
Answer: C
Explanation:
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.

NEW QUESTION # 127
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
  • A. Average Call Handle Time
  • B. Number of Portal Logins per Day
  • C. Cases by Support Channels
  • D. Escalated Calls
  • E. Knowledge Article Usage
Answer: B,C,E

NEW QUESTION # 128
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. Most Linked Articles
  • B. Most Revised Articles
  • C. Top Articles sorted descending
  • D. Search Activity Gaps
Answer: D
Explanation:
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/ar ... gaps.htm&type=5 :
https://help.salesforce.com/s/ar ... view.htm&type=5

NEW QUESTION # 129
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?
  • A. Quick text
  • B. Custom macros
  • C. Keyboard shortcuts
Answer: C
Explanation:
Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.

NEW QUESTION # 130
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
  • A. Use an auto-launched flow to capture details.
  • B. Use a global quick action to capture details.
  • C. Use Open CTI with Pop to flow to capture details.
  • D. Use a new customer Path on Contact to capture details.
Answer: A
Explanation:
Explanation
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow

NEW QUESTION # 131
......
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