100% PASS-RATE EXAM CRT-261 COLLECTION PDF OFFER YOU THE BEST TEST BOOK | CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT

100% Pass-Rate Exam CRT-261 Collection Pdf Offer You The Best Test Book | Certification Preparation for Service Cloud Consultant

100% Pass-Rate Exam CRT-261 Collection Pdf Offer You The Best Test Book | Certification Preparation for Service Cloud Consultant

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Salesforce is a leading customer relationship management (CRM) platform used by companies globally to manage their sales, marketing, customer service, and other business operations. With the growing demand for Salesforce professionals, Salesforce offers various certifications to validate the skills and expertise of professionals in different areas of the platform. One such certification is the Salesforce CRT-261 Certification Preparation for Service Cloud Consultant Exam.

Salesforce CRT-261 certification exam evaluates candidates on their knowledge and skills related to customer service best practices, Salesforce Service Cloud functionality, and service cloud implementation strategies. Candidates must pass the 60-question multiple-choice exam within 105 minutes to earn the certification.

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To prepare for the Salesforce CRT-261 Exam, candidates should have a deep understanding of Salesforce Service Cloud and its various features and functionalities. They should also have practical experience in implementing Service Cloud solutions and be familiar with the best practices and design patterns used in the industry. Salesforce offers a range of resources to help candidates prepare for the exam, including online training courses, study guides, and practice exams.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q162-Q167):

NEW QUESTION # 162
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

  • A. Queue-Based Routing
  • B. Lightning Flow for Service
  • C. Lead Assignment Rules
  • D. Skills-Based Routing

Answer: D

Explanation:
Explanation
Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5


NEW QUESTION # 163
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

  • A. Publish articles to the Web using Salesforce Publisher.
  • B. Display articles in Salesforce Answers.
  • C. Display articles with HTML, images, and links.
  • D. Display articles in a public knowledge base.

Answer: C,D


NEW QUESTION # 164
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

  • A. Case milestones
  • B. Entitlements
  • C. Case escalation
  • D. Omni-channel

Answer: B,C,D


NEW QUESTION # 165
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

  • A. Assign team-based profiles to the associated product article types
  • B. Assign team-based roles to the associated product data category value
  • C. Assign team-based profiles to the associated product data category value
  • D. Assign team-based roles to the associated product article types

Answer: B


NEW QUESTION # 166
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

  • A. Knowledge One with Article Recommendations
  • B. Experience Cloud with self-support
  • C. Live Agent and Live Message
  • D. Omni-Channel with Skills-Based Routing.

Answer: D

Explanation:
Omni-Channel with Skills-Based Routing is the recommended solution to meet the requirements of Cloud Kicks (CK). Omni-Channel is a feature that allows you to manage the distribution and prioritization of work items (such as cases, chats, leads, or orders) across different channels (such as voice, chat, social, email, video, and web) and agents. Skills-Based Routing is a type of routing model that assigns work items to agents based on their skills and skill levels. For example, an agent who is certified on a specific product line and trained in chat support can receive chat requests related to that product line. Omni-Channel with Skills-Based Routing can help CK provide support through multiple channels, ensure a consistent customer experience, and match work items with agent expertise. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Overview, Set Up Skills-Based Routing


NEW QUESTION # 167
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