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The Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Exam is a certification exam designed for professionals who want to demonstrate their expertise in implementing and configuring Salesforce Service Cloud solutions. The exam is intended for consultants, administrators, and developers who have experience with Salesforce Service Cloud and are looking to validate their knowledge and skills in this area. The exam covers a range of topics related to Service Cloud implementation, including case management, service console customization, integration with other Salesforce products, and more.
The Salesforce CRT-261 exam covers various topics, including case management, contact center analytics, knowledge management, and service console customization. The exam also evaluates the candidate's ability to design and implement Service Cloud solutions that meet the business requirements of their organizations. The exam consists of 60 multiple-choice questions, and the candidate is required to complete the exam within 105 minutes.
Contains actual Certification Preparation for Service Cloud ConsultantCRT-261 Certification Preparation for Service Cloud Consultant questions to facilitate preparation
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q25-Q30):
NEW QUESTION # 25
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use integrated voice response
Answer: A,D
NEW QUESTION # 26
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Macros
- B. Visual Workflow
- C. Lightning Knowledge
- D. Process Builder
Answer: D
NEW QUESTION # 27
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 Cases closed Month-to-date
- D. All open Cases by Priority
- E. All Cases by Customer
Answer: A,B,D
NEW QUESTION # 28
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Groups
- B. Article Translation
- C. Data Category Visibility
- D. Chatter Answers
Answer: C
NEW QUESTION # 29
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of IVR inquiries without agent involvement.
- B. Number of cases closed by a self-service user
- C. Number of cases created - - Site by month
- D. Average call handle time by team.
Answer: B,C
NEW QUESTION # 30
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