Valid Salesforce CRT-261 Test Questions | CRT-261 Real Exams

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Salesforce CRT-261 Certification Exam evaluates candidates on their knowledge and skills related to customer service best practices, Salesforce Service Cloud functionality, and service cloud implementation strategies. Candidates must pass the 60-question multiple-choice exam within 105 minutes to earn the certification.

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CRT-261 Real Exams, Valid CRT-261 Exam Guide

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Salesforce CRT-261 Certification Preparation for Service Cloud Consultant exam is designed for professionals who are looking to enhance their skills and knowledge in the field of service cloud consulting. Certification Preparation for Service Cloud Consultant certification exam is ideal for service cloud consultants who are responsible for designing and implementing service cloud solutions for their clients.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q189-Q194):

NEW QUESTION # 189
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

A. Hire additional support agents
B. Reduce the cost per call
C. Align agent performance goals with KPIs
D. Train support agents

Answer: C,D

NEW QUESTION # 190
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

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

Answer: A

Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

NEW QUESTION # 191
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

A. Read-Only
B. Territory Rule
C. Private

Answer: A

Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.

NEW QUESTION # 192
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Knowledge base
B. Automatic call distribution
C. Service cloud console
D. Customer community

Answer: A,D

Explanation:
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center.
Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview

NEW QUESTION # 193
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout
B. Lightning Dialer
C. Service Cloud Call Center

Answer: C

Explanation:
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

NEW QUESTION # 194
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