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Salesforce CRT-261 exam is a valuable certification for professionals who specialize in Service Cloud. It demonstrates their expertise in implementing and managing Salesforce Service Cloud solutions and can help them advance their careers in this field. By studying the exam guide, attending training courses, and taking practice exams, individuals can increase their chances of passing the exam and obtaining the certification.
Salesforce CRT-261 certification is an essential credential for professionals who are involved in the implementation of Service Cloud solutions in their organizations. Certification Preparation for Service Cloud Consultant certification validates the candidate's knowledge and skills in Service Cloud and provides them with a competitive advantage in the job market. With proper preparation and dedication, candidates can pass the exam and achieve their career goals in the field of Service Cloud.
Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Exam is a valuable certification that validates the candidate's knowledge and expertise in Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is ideal for professionals who want to advance their career in the customer service and support field. CRT-261 exam tests the candidate's ability to design and implement service solutions, configure service cloud applications, manage data and analytics, and integrate with other Salesforce products.
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q41-Q46):
NEW QUESTION # 41
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
Answer: A
Explanation:
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References: : https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
NEW QUESTION # 42
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
Answer: D
NEW QUESTION # 43
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
Answer: B,C,D
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 # 44
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to- Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
Answer: C
Explanation:
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto- launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow
NEW QUESTION # 45
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
Answer: D
NEW QUESTION # 46
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