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Salesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q10-Q15):
NEW QUESTION # 10
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Data Loader
- B. Manual configuration
- C. Mass Transfer Records
- D. Change Sets
Answer: D
NEW QUESTION # 11
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
- A. Require agents to check a box on case when submitting a new suggested article
- B. Measure & reward agents based on the # of new articles submitted for approval
- C. Create a dashboard for articles submitted by agents & approved for publication
- D. Measure & reward agents based on the # of new articles approved for publication
Answer: B,C
NEW QUESTION # 12
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Action must be on the page layout.
- B. Publisher Actions used in the macros must be on the page layout.
- C. The Run Macros Permission must be granted to users.
- D. The Macros widget or utility must be added to the console.
- E. Users must use Lightning Experience.
Answer: B,C,E
NEW QUESTION # 13
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Organize the requirements from largest to smallest.
- B. Provide a timeline that addresses all the requirements.
- C. Identify the requirements needed for initial GoLive.
- D. Prioritize the requirements based on who submitted them.
Answer: C
NEW QUESTION # 14
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Improve the training provided to existing agents
- B. Hire more agents for the contact centers
- C. Track social sentiment across social media outlets
- D. Configure entitlements and milestones to enforce SLAs
Answer: A,B
NEW QUESTION # 15
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