100% PASS SALESFORCE - CRT-261 UNPARALLELED NEW BRAINDUMPS EBOOK

100% Pass Salesforce - CRT-261 Unparalleled New Braindumps Ebook

100% Pass Salesforce - CRT-261 Unparalleled New Braindumps Ebook

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Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Exam is a certification that is designed for professionals who want to prove their expertise in the implementation and management of Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who are interested in advancing their careers in the customer service and support field. It is also perfect for those who desire to demonstrate their knowledge of Salesforce Service Cloud and its related technologies.

The Certification Preparation for Service Cloud Consultant certification exam covers a wide range of topics, including service cloud automation, data management, case management, knowledge management, and integration. This comprehensive exam is meant to ensure that individuals who pass the test have a deep understanding of the Salesforce platform and are capable of implementing solutions that improve customer satisfaction and streamline customer service processes.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q134-Q139):

NEW QUESTION # 134
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

  • A. Service Console Macros
  • B. Lightning Guided Engagement
  • C. Path for Cases
  • D. Lightning Flow Component

Answer: B


NEW QUESTION # 135
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

  • A. The Customer is shown the new Rep's name
  • B. The Customer doesn't know they were transferred
  • C. Both Service Reps can chat with the customer
  • D. The chat transcripts and case are transferred

Answer: A,D


NEW QUESTION # 136
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  • A. Field Service
  • B. Macros
  • C. Communities
  • D. Public Knowledge
  • E. Chatter Questions

Answer: C,D,E


NEW QUESTION # 137
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

  • A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
  • B. Import payment data into Salesforce and add to the contact page layout as a related list.
  • C. Create a custom tab of type URL that displays a search page from the billing system.
  • D. Use Lightning Connect to connect and access data in real-time from the billing system.

Answer: A,C


NEW QUESTION # 138
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

  • A. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
  • B. Create reports to analyze data in order to understand peak times and ensure adequate.
  • C. Set up analytical snapshots to capture key case Information and create historical trending reports.

Answer: B

Explanation:
To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.


NEW QUESTION # 139
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