Free PDF Quiz Salesforce - CRT-261 - Certification Preparation for Service Cloud Consultant Accurate Real Dumps

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Salesforce CRT-261 exam comprises 60 multiple-choice questions, which must be answered within 105 minutes. CRT-261 exam is divided into six sections, which cover topics such as Service Cloud solution design, Service Cloud solution architecture, Service Cloud data management, and Service Cloud implementation strategies. CRT-261 exam also assesses the candidate's knowledge of best practices for configuring Service Cloud features, such as case management, service contracts, entitlements, and knowledge management.

Salesforce CRT-261 Certification Exam consists of 60 multiple-choice questions and is designed to be completed in 105 minutes. Candidates must achieve a passing score of 65% or higher to earn their certification. Upon passing the exam, candidates will receive a Service Cloud Consultant certification from Salesforce, which demonstrates their expertise in using Salesforce Service Cloud to deliver exceptional customer service experiences.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q51-Q56):

NEW QUESTION # 51
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Row for Service
B. Lightning Process Builder
C. Interaction Log
D. Path for Cases

Answer: C,D

Explanation:
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases

NEW QUESTION # 52
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A. Assign users a profile with access to the service console app
B. Assign users a permission with access to the service console app
C. Assign user to public group with access to the service console app
D. Assign users a sharing rule with access to the service console app

Answer: A,B

NEW QUESTION # 53
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. Knowledge base
B. Service cloud console
C. Automatic call distribution
D. Customer community

Answer: A,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 # 54
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

A. Create user profiles or permission sets
B. Create an iframe to display the chat window
C. Enable Chatter Messenger for the organization
D. Enable Live Agent for the organization

Answer: D

NEW QUESTION # 55
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A. Appointment Assitant
B. Omn-Channel Routing
C. Video Support
D. Incident Management

Answer: A

Explanation:
Appointment Assistant is a feature that can improve the customer experience by reducing the 4-hour long appointment windows and providing information about the technician's arrival time. Appointment Assistant is a feature that allows customers to track the status and location of their service appointments in real time through SMS messages or a web page. Appointment Assistant can help customers plan their day, reduce no- shows, and increase satisfaction. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
field_service_appointment_assistant_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
field_service_appointment_assistant_setup.htm&type=5

NEW QUESTION # 56
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Free PDF Quiz Salesforce - CRT-261 - Certification Preparation for Service Cloud Consultant Accurate Real Dumps

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q51-Q56):

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