CRT-261 BEST PRACTICE EXAM & CRT-261 RELIABLE SOFT SIMULATIONS & CRT-261 NEW STUDY QUESTIONS PDF

CRT-261 Best Practice Exam & CRT-261 Reliable Soft Simulations & CRT-261 New Study Questions Pdf

CRT-261 Best Practice Exam & CRT-261 Reliable Soft Simulations & CRT-261 New Study Questions Pdf

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The CRT-261 exam covers a variety of topics related to Service Cloud, including case management, knowledge management, interaction channels, and reporting and analytics. It is a 90-minute exam that consists of 60 multiple-choice questions, and it is available in both English and Japanese. To pass the exam, you will need to score at least 68%, and the exam fee is $200. Salesforce offers various resources to help you prepare for the exam, including official study guides, online training courses, and practice exams. With a Salesforce CRT-261 certification, you will be able to showcase your skills and expertise to potential employers and clients, and advance your career as a Service Cloud Consultant.

Salesforce CRT-261 Certification Exam is an essential credential for professionals who want to demonstrate their expertise in the Service Cloud platform. By passing CRT-261 exam, candidates can enhance their skills and knowledge in customer service, technical support, and sales roles. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries.

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Salesforce CRT-261 Certification Exam covers a range of topics, including Service Cloud architecture, data modeling, case management, and contact center operations. Candidates are also tested on their knowledge of Salesforce features such as Omni-Channel, Service Cloud Console, and Live Agent. To pass the exam, candidates must demonstrate their ability to design and implement a Service Cloud solution, including the ability to configure and customize Service Cloud features.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q31-Q36):

NEW QUESTION # 31
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

  • A. Add Knowledge Data Categories to each Case.
  • B. Add the Knowledge Component to the Case record page.
  • C. Add the Knowledge tab to the Service Console.
  • D. Add the Knowledge related list to the Case record page.

Answer: B

Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component


NEW QUESTION # 32
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

  • A. Set up Milestones.
  • B. Enable Work Orders.
  • C. Configure Service Contracts.
  • D. Create an Entitlement Process.

Answer: A,D

Explanation:
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 33
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

  • A. Develop training materials after configuring the application to prepare for user adoption.
  • B. Migrate data to the sandbox environment and verify successful migration.
  • C. Configure, develop, and test the application in a sandbox environment.

Answer: C

Explanation:
In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation.


NEW QUESTION # 34
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 is implemented correctly the first time and does not need to change
  • C. Reduced issue resolution time
  • D. A knowledge article life cycle that evolves based on usage and demand

Answer: A,C


NEW QUESTION # 35
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

  • A. Extend benefits to part-time agents
  • B. Allow shift trading between agents
  • C. Provide additional training on tools and process
  • D. Mix telephony interactions with email and chat

Answer: A,B


NEW QUESTION # 36
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