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New CRT-261 Exam Name | CRT-261 Latest Exam Registration

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Salesforce CRT-261 Certification Exam is a comprehensive exam that covers a wide range of topics related to Salesforce Service Cloud. CRT-261 exam covers topics such as Service Cloud architecture, case management, knowledge management, contact center automation, and analytics. CRT-261 Exam also covers topics related to Salesforce integrations, including integrations with third-party applications and systems.

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Salesforce CRT-261 exam comprises 60 multiple-choice questions, which must be answered within 105 minutes. CRT-261 exam is divided into six sections, which cover topics such as Service Cloud solution design, Service Cloud solution architecture, Service Cloud data management, and Service Cloud implementation strategies. CRT-261 Exam also assesses the candidate's knowledge of best practices for configuring Service Cloud features, such as case management, service contracts, entitlements, and knowledge management.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q181-Q186):

NEW QUESTION # 181
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

A. Einstein Bots with Credit Card Payments
B. Field Service with Integrated Payments
C. Service Cloud Voice with Tele-pay
D. Experience Cloud with Customer Account Portal template

Answer: C

NEW QUESTION # 182
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Field Service
B. Workforce Engagement
C. Visual Remote Assistant
D. Incident Management

Answer: A

NEW QUESTION # 183
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contract line items, milestones, and entitlements
C. Entitlement processes, contracts, contract line Items, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions

Answer: A

Explanation:
Explanation
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 184
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A. Create a single Dashboard with a Region filter.
B. Create a single Dashboard with a Case Team filter.
C. Create a Dashboard for each Region.
D. Create a Dashboard for each Case Team.

Answer: A

NEW QUESTION # 185
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

A. Use Einstein Chat Insight to identify areas to improve.
B. Use an Einstein Bots Chat to handle common issues.
C. Use Omni-Channel Supervisor to monitor agents' chat sessions.
D. Use skills-based routing in Salesforce Messaging.

Answer: A

Explanation:
Explanation
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5

NEW QUESTION # 186
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