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Valid CRT-261 Practice Questions & Passing CRT-261 Score Feedback

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From the Pass4cram platform, you will get the perfect match CRT-261 actual test for study. CRT-261 practice download pdf are researched and produced by Professional Certification Experts who are constantly using industry experience to produce precise, and logical Salesforce training material. CRT-261 Study Material is constantly begining revised and updated for relevance and accuracy. You will pass your real test with our accurate CRT-261 practice questions and answers.

Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who want to demonstrate their expertise in implementing and managing customer service solutions using Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who work as service cloud consultants, customer service managers, or system administrators.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q148-Q153):

NEW QUESTION # 148
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

A. Case Auto-Response
B. Facebook Messaging
C. Chat
D. Escalation Rules

Answer: A,C

Explanation:
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web- based chat window. Chat can help reduce the call volume and provide faster and more personalized service.
Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.case_email_autoresponse.htm&type=5

NEW QUESTION # 149
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

A. Data Category Visibility of AM Categories provides Public Read Only access.
B. Data Category Visibility of All Categories provides Public Read/Write access.
C. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
D. Data Categories no longer control access to articles.

Answer: D

Explanation:
Explanation
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings

NEW QUESTION # 150
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. Average handle time
B. Upsell percentage
C. Customer retention
D. First call resolution

Answer: A,D

NEW QUESTION # 151
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

A. Einstein Bo
B. Digital Engagement Messaging
C. Chat for Web and In-App
D. Social Customer Service

Answer: A

Explanation:
Explanation
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5

NEW QUESTION # 152
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A. Web-to-Case
B. Email-to-Case
C. Salesforce for Outlook
D. On-Demand Email-to-Case

Answer: B

Explanation:
Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email- to-Case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_email_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5

NEW QUESTION # 153
......

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Jerry Thomas Jerry Thomas

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