Page: 1
/
36
Total 177 questions
Master Salesforce CRT-261: Your Gateway to Service Cloud Excellence
Aspiring Service Cloud Consultant? Don't let exam anxiety hold you back. Our cutting-edge CRT-261 practice questions are your secret weapon for conquering the certification and unlocking lucrative career opportunities. Crafted by industry veterans, our materials go beyond mere memorization, immersing you in real-world scenarios that mirror the challenges you'll face as a certified professional. Whether you prefer the portability of PDF, the interactivity of web-based tools, or the robust features of desktop software, we've got you covered. Join thousands of successful candidates who've leveraged our resources to breeze through the exam and emerge as sought-after Salesforce experts. With the clock ticking and competition fierce, can you afford to miss out on this game-changing advantage? Elevate your skills, boost your confidence, and prepare to revolutionize customer experiences across the digital landscape. Your Service Cloud mastery journey starts here!
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.
Start a Discussions
Submit Your Answer:
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.
Start a Discussions
Submit Your Answer:
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.
Start a Discussions
Submit Your Answer:
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.
Start a Discussions
Submit Your Answer:
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.
Start a Discussions
Submit Your Answer:
Unlock Full
Prepare for your Service Cloud Consultant Certification Exam Features
In Just $49 You can Access
All Official Question Types- Interactive Web-Based Practice Test Software
- No Installation or 3rd Party Software Required
- Customize your practice sessions (Free Demo)
- 24/7 Customer Support