CRT-261 EXAM QUESTIONS & ANSWERS: CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT & CRT-261 EXAM BRAINDUMPS

CRT-261 Exam Questions & Answers: Certification Preparation for Service Cloud Consultant & CRT-261 Exam Braindumps

CRT-261 Exam Questions & Answers: Certification Preparation for Service Cloud Consultant & CRT-261 Exam Braindumps

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Salesforce CRT-261 exam, also known as the Certification Preparation for Service Cloud Consultant, is a certification exam designed for professionals who want to demonstrate their expertise in deploying and implementing Salesforce Service Cloud solutions. CRT-261 exam tests a candidate's knowledge in various topics such as designing service solutions that meet customer needs, configuring the Service Cloud Console, and managing data and analytics within the Service Cloud environment.

To prepare for the Salesforce CRT-261 Exam, candidates must have a thorough understanding of the Service Cloud platform and its functionality. They should be able to analyze business requirements, design solutions, and configure the system to meet customer needs. CRT-261 exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete it. The passing score is 68%, and the exam fee is $200.

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CRT-261 Test Pass4sure & Valid CRT-261 Exam Questions

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Salesforce CRT-261 Exam consists of 60 multiple-choice questions that candidates need to complete within 105 minutes. The passing score for CRT-261 exam is 70%, and candidates need to achieve this score to get certified. Salesforce offers various resources to help candidates prepare for the exam, including official study guides, online courses, and practice exams. Candidates can also attend training sessions offered by Salesforce or its partners to enhance their knowledge and skills.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q65-Q70):

NEW QUESTION # 65
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

  • A. Configure IVR routing to bypass Tier 1 for the product line.
  • B. Create Knowledge Articles and publish internally and publicly.
  • C. Configure Omni-channel to assign cases directly to Tier 2.
  • D. Create a dashboard to track and manage call volumes by type.

Answer: B


NEW QUESTION # 66
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. Knowledge Article Usage
  • B. Escalated Calls
  • C. Average Call Handle Time
  • D. Cases by Support Channels
  • E. Number of Portal Logins per Day

Answer: A,D,E


NEW QUESTION # 67
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

  • A. Case History report grouped by Call Center
  • B. Dynamic Dashboard grouped by Call Center
  • C. Case report grouped by Call Center

Answer: B

Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.


NEW QUESTION # 68
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

  • A. Quick Action
  • B. Apex Trigger
  • C. Dynamic Form
  • D. Scheduled flow

Answer: A


NEW QUESTION # 69
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

  • A. Enable Social Customer Service.
  • B. Integrate Facebook to its existing Customer Community.
  • C. Enable Salesforce social profile on contacts.
  • D. Create a Lightning Platform app for Facebook monitoring.

Answer: C


NEW QUESTION # 70
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