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Pass Guaranteed 2025 High Hit-Rate Salesforce CRT-261: Latest Certification Preparation for Service Cloud Consultant Exam Camp

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Salesforce CRT-261 Certification Exam is designed for individuals who want to demonstrate their understanding and expertise in implementing and managing Salesforce Service Cloud solutions. CRT-261 exam is a valuable credential for professionals who work with customers and have to provide top-notch customer service. Certification Preparation for Service Cloud Consultant certification is well-regarded in the industry as a benchmark of expertise and knowledge in Service Cloud.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q138-Q143):

NEW QUESTION # 138
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. Omni-Channel
D. Case Escalation

Answer: B

NEW QUESTION # 139
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Customize the pre chat form
B. Customize the lightning console chat page
C. Configure a chat validation rule
D. ConfigureLightningGuided Engagement

Answer: A

NEW QUESTION # 140
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of cases created using Communities by month.
D. Number of Knowledge articles created each month.

Answer: A,C

Explanation:
Explanation
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]

NEW QUESTION # 141
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

A. Create a page layout for each record type ;assign layouts to servce agents
B. create a data category for each product assign data categories to service agents.
C. Crreate an article action for each record type;assign record types to service agents
D. Create a permission set for each record type ;assignpermisisons to service agents

Answer: B

Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5

NEW QUESTION # 142
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Plan, Prepare, Execute, Test, Validate
B. Prepare, Plan, Test, Validate, Execute
C. Plan, Prepare, Test, Execute, Validate

Answer: C

Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.

NEW QUESTION # 143
......

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