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Valid CRT-261 Test Dumps, Exam CRT-261 Study Guide

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q84-Q89):

NEW QUESTION # 84
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

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

Answer: D

Explanation:
Explanation
This is the best approach for deploying the Service Cloud to multiple contact centers located across different regions with standardized processes and reporting. By assigning a global team of experienced agents and leaders, you can leverage their expertise and insights to create a common design template and report structure that meets the business requirements and best practices of each region. This way, you can ensure consistency, efficiency, and quality across all contact centers. You can also facilitate communication and collaboration among the global team members and stakeholders. Verified References: [Best Practices for Implementing Service Cloud]

NEW QUESTION # 85
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. In a Public Read Only sharing model, al users can view cases in a Queue.
B. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
C. in a Private sharing model, only queue members can take ownership or cases in the Queue.
D. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

Answer: A

Explanation:
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.sharing_model_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
customize_queues.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.
htm&type=5

NEW QUESTION # 86
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Private
B. Visible in Portal
C. Read/Write
D. Read Only

Answer: C

Explanation:
Explanation
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5

NEW QUESTION # 87
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. create the necessary objects in SF
B. Create SF cases to have omni channel enabled
C. customize service channel settings to define how the org receives work various sources
D. From setup select omnichannel and select enable omni channel

Answer: C

Explanation:
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_service_channels.htm&type=5

NEW QUESTION # 88
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?

A. Einstein Bots with Credit Card Payments
B. Field Service with Integrated Payments
C. Service Cloud Voice with Tele-pay
D. Experience Cloud with Customer Account Portal template

Answer: D

Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview

NEW QUESTION # 89
......

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