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The Salesforce CRT-261 certification exam is one of the best credentials in the modern Salesforce world. The CRT-261 Certification Preparation for Service Cloud Consultant certification offers a unique opportunity for beginners or experienced professionals to demonstrate their expertise and knowledge with an industry-recognized certificate. With the CRT-261 Certification Preparation for Service Cloud Consultant exam dumps, you can not only validate your skill set but also get solid proof of your proven expertise and knowledge.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q47-Q52):

NEW QUESTION # 47
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

  • A. Service Console Knowledge Components
  • B. Service Console Profile Assignments
  • C. Data Categories and Article Actions
  • D. Data Categories and Article Types

Answer: A,D


NEW QUESTION # 48
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

  • A. Standard Email-to-Case with assignment rules
  • B. Omni-Channel with prioritized queues
  • C. Lightning Email with web routing prioritization
  • D. Standard Web-to-Case with assignment rules

Answer: A


NEW QUESTION # 49
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

  • A. Case assignment rules
  • B. Case dashboards
  • C. Case queues
  • D. Case custom reports

Answer: A,C


NEW QUESTION # 50
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

  • A. Migrate closed cases to a custom read-only object
  • B. Migrate open and closed cases with milestones and entitlements
  • C. Migrate closed cases with milestones and entitlements
  • D. Migrate open and closed cases without milestones and entitlements

Answer: C


NEW QUESTION # 51
The Universal Containers' customer support organization has implemented 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.
Which two should the company do to address this situation? Choose 2 answers

  • A. Require agents to check a box on the case when submitting a new suggested article.
  • B. Create a dashboard that includes articles submitted by agents and approved for publication.
  • C. Measure and reward agents based on the number of new articles approved for publication.
  • D. Measure and reward agents based on the number of new articles submitted for approval.

Answer: B,D


NEW QUESTION # 52
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