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Master Salesforce CRT-261: Your Gateway to Service Cloud Excellence
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Question 1
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
Correct : C
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.
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Question 2
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
Correct : A
For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
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Question 3
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
Correct : C
To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.
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Question 4
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
Correct : C
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.
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Question 5
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
Correct : B
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
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