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Salesforce CRT-261 Sample Questions Answers - Authorized CRT-261 Pdf

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Exam is a certification program designed specifically for professionals who want to demonstrate their expertise in implementing Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is recognized globally and is highly regarded in the industry. It is designed to test the knowledge, skills, and abilities of candidates in various areas related to Service Cloud, such as omni-channel support, Service Cloud automation, and advanced analytics.

>> Salesforce CRT-261 Sample Questions Answers <<

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q193-Q198):

NEW QUESTION # 193
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Emebedded Chat Service
B. Customer Community
C. Web-to-Case
D. Case Assignment Rules

Answer: A

NEW QUESTION # 194
Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

A. Create an article action for each record type. Assign record types to service agents.
B. Create a permission set for each record type. Assign permissions to service agents.
C. Create a data category for each product. Assign data categories to service agents.

Answer: C

Explanation:
Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches.
This approach streamlines access to information and enhances support efficiency for specific product lines.

NEW QUESTION # 195
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

A. Configure Path for Cases.
B. Improve Validation Ru!e messages.
C. Implement record types and pege layouts.
D. Use Einstein Next Best Action.

Answer: D

Explanation:
Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.next_best_action_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
next_best_action_setup.htm&type=5

NEW QUESTION # 196
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. Customer community
B. Service cloud console
C. Automatic call distribution
D. Knowledge base

Answer: A,D

Explanation:
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 # 197
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Optimized use of resources
B. Increased call routing accuracy
C. Reduced support channels
D. Reduced issue resolution time
E. Increased call deflection

Answer: A,D,E

Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview

NEW QUESTION # 198
......

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