100% Pass Quiz Salesforce Latest CRT-261 Valid Test Book

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CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

Implementation Strategies 19%
Contact Center Analytics 5%
Case Management 11%
Knowledge Channels 9%

Salesforce CRT-261 Certification Exam is designed to test the skills and knowledge of individuals who are interested in becoming Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification exam is ideal for professionals who want to demonstrate their expertise in designing and implementing solutions that improve customer service and support. Salesforce Service Cloud is a customer service and support platform that enables businesses to manage customer interactions across multiple channels, including email, phone, social media, and chat. As a certified Service Cloud Consultant, you will be able to help businesses implement best practices and optimize their customer service operations.

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Certification Preparation for Service Cloud Consultant Exam Reference Materials are Helpful for You to Pass CRT-261 Exam - PracticeTorrent

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q39-Q44):

NEW QUESTION # 39
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

A. Incident Management
B. Field Service Management
C. Workforce Engagement

Answer: A

Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.

NEW QUESTION # 40
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.
B. Create a Report of all active Entitlements grouped by Customers.
C. Configure Success, Warning, and Violation Actions for Milestones.
D. Add the Entitlements related list to the Account Page Layout.

Answer: A,D

NEW QUESTION # 41
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

A. Do Service Agents need to determine whether a customer is eligible for support?
B. It support provoded on a periodic basis and renewed annually?
C. Will customers access selft service resources through Experince Cloud?
D. Do multiple versions of the entitlements need to be created and maintained?

Answer: B

Explanation:
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified References: : Service Contracts and Entitlements

NEW QUESTION # 42
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A. Automatic Call Distribution
B. Computer Telephony Integration
C. Order Management System
D. Interactive Voice Response

Answer: D

NEW QUESTION # 43
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A. On a record Highlights Panel
B. On a record Activity Feed list
C. On the Calendar right hand panel
D. On a utility bar of the Lightning App

Answer: B,D

Explanation:
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages

NEW QUESTION # 44
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