HIGH PASS-RATE SALESFORCE CRT-261 LATEST TEST FEE - CRT-261 FREE DOWNLOAD

High Pass-Rate Salesforce CRT-261 Latest Test Fee - CRT-261 Free Download

High Pass-Rate Salesforce CRT-261 Latest Test Fee - CRT-261 Free Download

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Salesforce CRT-261 Certification Exam is designed to test the skills and knowledge of individuals who are interested in becoming Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification exam is ideal for professionals who want to demonstrate their expertise in designing and implementing solutions that improve customer service and support. Salesforce Service Cloud is a customer service and support platform that enables businesses to manage customer interactions across multiple channels, including email, phone, social media, and chat. As a certified Service Cloud Consultant, you will be able to help businesses implement best practices and optimize their customer service operations.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q23-Q28):

NEW QUESTION # 23
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

  • A. Mass Transfer Records
  • B. Data Loader
  • C. Change Sets
  • D. Data Import Wizard

Answer: B,C

Explanation:
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview


NEW QUESTION # 24
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 data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

  • A. Integrate payment data into Salesforce from the billing system using custom objects.
  • B. Configure Salesforce Connect and External Objects to the billing system.
  • C. Create a custom tab that displays a search page from the billing system.

Answer: B

Explanation:
To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing-related inquiries.


NEW QUESTION # 25
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

  • A. Enable the Knowledge sidebar setting in the case support settings.
  • B. Enable the Knowledge sidebar related list on the case page layout.
  • C. Create a Visualforce page called Knowledge sidebar on the case page layout.
  • D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

Answer: D


NEW QUESTION # 26
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. Define case auto-response rules.
  • B. Estabalish case assignment rules.
  • C. Configure case escalation rules.
  • D. Use Flow Builder to create a flow with scheduled path.

Answer: A


NEW QUESTION # 27
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 # 28
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