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Certification Preparation for Service Cloud Consultant Dumps March 2023

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65 questions with answers Updation Date : 28 Mar, 2023
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What is Salesforce CRT-261?

Salesforce CRT-261 is a necessary certification exam to get certified. The certification is a reward to the deserving candidate with perfect results. The Certified Service Cloud Consultant Certification validates a candidate's expertise to work with Salesforce. In this fast-paced world, a certification is the quickest way to gain your employer's approval. Try your luck in passing the Certification Preparation for Service Cloud Consultant Exam and becoming a certified professional today. Salesforcexamdumps.com is always eager to extend a helping hand by providing approved and accepted Salesforce CRT-261 Practice Questions. Passing Certification Preparation for Service Cloud Consultant will be your ticket to a better future!

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Salesforce CRT-261 Sample Questions

Question # 1

Support agents need to verify that customers are eligible to receive customer support before they can update theWhich two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A. Contacts
B. Products
C. Service contracts
D. Case history


Question # 2

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers

A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console


Question # 3

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.How would a Consultant address this requirement?

A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing


Question # 4

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.Which reporting solution should the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.


Question # 5

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS


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