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CRT-261 New Learning Materials, Valid CRT-261 Test Review

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Exam is a certification program designed specifically for professionals who want to demonstrate their expertise in implementing Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is recognized globally and is highly regarded in the industry. It is designed to test the knowledge, skills, and abilities of candidates in various areas related to Service Cloud, such as omni-channel support, Service Cloud automation, and advanced analytics.

Salesforce CRT-261 course covers a range of topics related to the Service Cloud Consultant certification exam. These topics include designing and implementing contact center solutions, configuring case management, setting up entitlements and service contracts, designing and implementing knowledge management solutions, and configuring Salesforce Communities. CRT-261 course also covers topics such as data management, integration, security, and compliance considerations. CRT-261 course is delivered through a mix of instructor-led training, hands-on exercises, and interactive discussions to help learners develop the skills needed to pass the Service Cloud Consultant certification exam.

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Valid CRT-261 Test Review & Standard CRT-261 Answers

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q159-Q164):

NEW QUESTION # 159
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Implement Lightning Guided Engagement
B. Enable Omni-Channel Case assignment
C. Define separate Record Types for Tier 1 and Tier 2
D. Configure a Visual Flow Troubleshooting Action

Answer: A

NEW QUESTION # 160
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Customize the My Team's Calls This Week standard report.
B. Build a report on Products with Activities grouped by owner.
C. Create a Custom Report type with Activities as the primary object.

Answer: C

Explanation:
For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.

NEW QUESTION # 161
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up a Salesforce Customer Community that will allow customers to create cases online.
B. Set up analytical snapshots to capture key case information and create historical trending reports.
C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Answer: A,C

Explanation:
Explanation
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.

NEW QUESTION # 162
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?

A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.

Answer: B

Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.

NEW QUESTION # 163
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

A. Data Category Visibility of AM Categories provides Public Read Only access.
B. Data Categories no longer control access to articles.
C. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
D. Data Category Visibility of All Categories provides Public Read/Write access.

Answer: B

Explanation:
Explanation
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings

NEW QUESTION # 164
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