Free PDF CRT-261 - Certification Preparation for Service Cloud Consultant Authoritative Free Exam

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who specialize in customer service and support. CRT-261 exam tests the candidate's knowledge and skills in various areas such as Salesforce tools, knowledge management, case management, and contact center analytics. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who want to advance their career in the customer service industry and gain recognition for their skills and expertise.

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Salesforce CRT-261 exam measures the candidate's knowledge on topics such as case management, contact center analytics, omnichannel routing, and service cloud solution design. CRT-261 exam consists of 60 multiple-choice questions that must be completed within 105 minutes. CRT-261 exam is conducted online and is proctored, ensuring that the certification is prestigious and respected in the industry. With the CRT-261 certification, individuals can prove their expertise in service cloud and improve their career prospects.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q16-Q21):

NEW QUESTION # 16
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel.
B. Cases created by type.
C. Open cases by reason.
D. Average case stage duration.

Answer: D

NEW QUESTION # 17
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

A. Global Quick Action
B. Quick Text
C. Email Temp ates
D. Macros

Answer: B,C

NEW QUESTION # 18
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access based on criteria of the article.
B. Create separate data category groups for each division and assign the category to a division profile.
C. Create a sharing rule for each division to provide access using the role hierarchy.
D. Create a single data category group for each division and provide access using the role hierarchy.

Answer: D

NEW QUESTION # 19
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
D. Assign a global team of experienced agents and leaders to create a common design template and report structure.

Answer: D

NEW QUESTION # 20
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?