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Exam Salesforce CRT-261 Reference - Latest CRT-261 Demo

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Salesforce CRT-261 Exam is a proctored, computer-based exam that consists of 60 multiple-choice questions that must be completed within 105 minutes. CRT-261 exam is divided into five sections, each covering a specific area of Service Cloud. These sections include Case Management, Contact Center Analytics, Service Console Customization, Field Service Management, and Service Cloud Automation. To pass the exam, candidates must score at least 68% or higher.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q101-Q106):

NEW QUESTION # 101
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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 a self-service user
• B. Number of IVR inquiries without agent involvement.
• C. Average call handle time by team.
• D. Number of cases created - - Site by month

Answer: A,D

NEW QUESTION # 102
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

• A. Partial Copy Sandbox
• B. Full Sandbox
• C. Administrator Sandbox
• D. Developer Pro Sandbox

Answer: A,B,D

NEW QUESTION # 103
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

• A. Use Escalation Rules for notifications and Case Teams to monitor cases.
• B. Use Salesforce Flow for notifications and Account Teams to monitor cases.
• C. Use Salesforce Flow for notifications and Case Teams to monitor cases,

Answer: A

Explanation:
To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.

NEW QUESTION # 104
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

• A. Hire more agents for the contact centers
• B. Track social sentiment across social media outlets
• C. Configure entitlements and milestones to enforce SLAs
• D. Improve the training provided to existing agents

Answer: A,D

NEW QUESTION # 105
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

• A. Create an Entitlement Process.
• B. Configure Service Contracts.
• C. Set up Milestones.
• D. Enable Work Orders.

Answer: A,C

NEW QUESTION # 106
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