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New CRT-261 Exam Pdf - Reliable CRT-261 Test Labs

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  To become a Salesforce Certified Service Cloud Consultant, candidates are required to pass the CRT-261 exam, which consists of 60 multiple-choice questions that need to be completed within 105 minutes. CRT-261 exam is designed to assess the candidate's ability to design and implement customer service solutions using Salesforce tools and technologies. Candidates must have a solid understanding of the Salesforce Service Cloud platform, including its capabilities, features, and functionalities.

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  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.

  Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q74-Q79):

  NEW QUESTION # 74
  Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

  • A. Time spent by account year to date
  • B. Escalated cases by account month to date
  • C. New cases opened by the account channel
  • D. High priority cases opened by account month to date

  Answer: B,D

  
  

  NEW QUESTION # 75
  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. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  • C. Set up analytical snapshots to capture key case information and create historical trending reports.
  • D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

  Answer: A,B

  
  

  NEW QUESTION # 76
  Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

  • A. Allows customers to search a knowledge base.
  • B. Allows customers the ability to collaborate
  • C. Allows customers to customize their user interface
  • D. Allows customers to customize reports and dashboards

  Answer: A,B

  
  

  NEW QUESTION # 77
  Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

  • A. Upload the files as Documents, then relate them to the migrated Articles.
  • B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
  • C. Use the Files Related List on each article to add files to your articles.
  • D. Post the Files to the Chatter Feed on each Article.

  Answer: A

  
  

  NEW QUESTION # 78
  One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

  • A. Manually update the corrupt data to correct it.
  • B. Use Data Loader to delete the corrupt data.
  • C. Log a Data Recovery case with Salesforce Support.
  • D. Restore the data using the available backup.

  Answer: C

  
  

  NEW QUESTION # 79
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