RELIABLE CRT-261 TEST TOPICS, CRT-261 DUMPS TORRENT

Reliable CRT-261 Test Topics, CRT-261 Dumps Torrent

Reliable CRT-261 Test Topics, CRT-261 Dumps Torrent

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Tags: Reliable CRT-261 Test Topics, CRT-261 Dumps Torrent, CRT-261 Exam Questions Vce, Vce CRT-261 File, Reliable CRT-261 Exam Vce

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Free PDF Quiz Salesforce - Accurate CRT-261 - Reliable Certification Preparation for Service Cloud Consultant Test Topics

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who specialize in customer service and support. CRT-261 exam tests the candidate's knowledge and skills in various areas such as Salesforce tools, knowledge management, case management, and contact center analytics. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who want to advance their career in the customer service industry and gain recognition for their skills and expertise.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q162-Q167):

NEW QUESTION # 162
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

  • A. Reporting Snapshots by call center
  • B. DynamicDahsbaord by Call Center
  • C. Report Subscriptions by call center
  • D. Case report grouped by call center

Answer: A


NEW QUESTION # 163
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

  • A. Waterfall
  • B. Kanban
  • C. Agile
  • D. Force.com IDE

Answer: C


NEW QUESTION # 164
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

  • A. Create an autolaunched Flow,
  • B. Set up duplicate rules on Case.
  • C. Enable Case Merge.

Answer: C

Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


NEW QUESTION # 165
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

  • A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
  • B. Create a visualforce page called knowledge sidebar on the case page layout.
  • C. Enable the knowledge sidebar setting in the case support settings.
  • D. Enable the knowledge sidebar related list on the case page layout.

Answer: A

Explanation:
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case.
A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
knowledge_sidebar_enable.htm&type=5


NEW QUESTION # 166
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

  • A. Notify customers once the upgrade is completed and full services are restored.
  • B. Send routine status updates to customers via Chatter during the upgrade.
  • C. Replace the default outage page with a custom page containing upgrade information.
  • D. Publish ongoing updates to the community knowledge base with details about the upgrade.
  • E. Communicate information about the upgrade to customers in advance.

Answer: A,C,E


NEW QUESTION # 167
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