CRT-261 VALID EXAM PREP & CRT-261 EXAM DUMPS.ZIP

CRT-261 Valid Exam Prep & CRT-261 Exam Dumps.zip

CRT-261 Valid Exam Prep & CRT-261 Exam Dumps.zip

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Salesforce CRT-261 Certification Exam is a great certification program for professionals who are looking to validate their expertise in Salesforce Service Cloud. By passing the exam, you can demonstrate your knowledge and skills related to Salesforce Service Cloud, which can help you stand out in the job market. CRT-261 exam is challenging but rewarding, and it can provide you with a great opportunity to improve your career prospects in the Salesforce ecosystem.

The Salesforce CRT-261 exam is composed of 60 multiple choice questions that must be completed within 105 minutes. The CRT-261 exam covers a wide range of topics, including Service Cloud implementation strategies, Service Cloud data model, Service Cloud automation, Service Cloud integrations, and Service Cloud analytics. CRT-261 exam is designed to ensure that certified professionals have a deep understanding of the Service Cloud platform and can provide comprehensive solutions to their clients. Successful completion of the CRT-261 Certification Exam demonstrates that a professional has the knowledge and experience required to consult on complex Service Cloud solutions and provide valuable insights to their clients.

Earning the Salesforce CRT-261 certification demonstrates to employers and clients that an individual has the knowledge and skills necessary to design and implement effective Service Cloud solutions. It is a valuable credential for professionals who work in customer service, IT, or consulting fields. Additionally, certified Service Cloud Consultants are in high demand as more and more businesses rely on Salesforce to manage their customer service operations.

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

NEW QUESTION # 193
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

  • A. No Resource
  • B. Independent
  • C. Sequential
  • D. Auto-Add

Answer: B

Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24- hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: : Milestone Recurrence Types


NEW QUESTION # 194
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

  • A. Both Service Reps can chat with the customer
  • B. The Customer doesn't know they were transferred
  • C. The Customer is shown the new Rep's name
  • D. The chat transcripts and case are transferred

Answer: C,D

Explanation:
Explanation
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats


NEW QUESTION # 195
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

  • A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
  • B. Create case page layouts for each interaction channel and assign them to different agent profiles.
  • C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
  • D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Answer: D


NEW QUESTION # 196
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  • A. Case resolution time
  • B. All open cases by Channel
  • C. All open Cases by Priority
  • D. All Cases by Customer
  • E. All Cases closed Month-to-date

Answer: A,D,E

Explanation:
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview


NEW QUESTION # 197
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

  • A. Establish case assignment rules.
  • B. Define case auto-response rules.
  • C. Configure case escalation rules.
  • D. Use Flow Builder to create a flow with a scheduled path.

Answer: C


NEW QUESTION # 198
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