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Latest CRT-261 Mock Exam - CRT-261 Test Score Report

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Salesforce CRT-261 Certification Exam is a great way to demonstrate your expertise in Salesforce Service Cloud. By passing the exam, you can validate your knowledge and skills related to Salesforce Service Cloud, which can help you stand out in the job market. Certification Preparation for Service Cloud Consultant certification program is also a great way to gain recognition from your peers and colleagues in the Salesforce community.

Salesforce CRT-261 Certification Exam is intended for professionals who have experience in Salesforce Service Cloud implementation and administration. This is a high-level certification that requires a strong understanding of Service Cloud capabilities, and the ability to design and implement complex Service Cloud solutions.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q52-Q57):

NEW QUESTION # 52
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

A. Chat
B. Escalation Rules
C. Case Auto-Response
D. Facebook Messaging

Answer: A,C

Explanation:
Explanation
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5

NEW QUESTION # 53
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A. Use Process Builder for notifications and case teams to monitor cases.
B. Use escalation rules for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and case teams to monitor cases.
D. Use Process Builder for notifications and account teams to monitor cases.

Answer: A

NEW QUESTION # 54
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Case Assignment
B. Entitlements and Milestones
C. Case Escalation
D. Salesforce Console

Answer: B

Explanation:
Explanation
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 55
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Enable Live Agent in their community to chat with an agent.
B. Create a softphone layout and assign to user profiles.
C. Install an adapter from AppExdiange to work with third-party CTI systems.
D. Assign the correct Salesforce users to the Call Center.
E. Assign the Salesforce CTI license to Salesforce users.

Answer: B,C,D

NEW QUESTION # 56
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Track not promoter scores as part of an automated survey after case closure for every cote.
B. Measure difference in CSAT ol cases with and without articles attached.
C. Track the average calls per day, average cases per agent, and average cases per case type.
D. Benchmark the average cases per agent versus the team average across each case channel

Answer: A

Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.nps_salesforce.htm&type=5

NEW QUESTION # 57
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