CRT-261–100% FREE NEW REAL EXAM | AUTHORITATIVE VALID CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT TEST SAMPLE

CRT-261–100% Free New Real Exam | Authoritative Valid Certification Preparation for Service Cloud Consultant Test Sample

CRT-261–100% Free New Real Exam | Authoritative Valid Certification Preparation for Service Cloud Consultant Test Sample

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Tags: New CRT-261 Real Exam, Valid CRT-261 Test Sample, Reliable CRT-261 Practice Questions, Exam CRT-261 Objectives Pdf, Latest Study CRT-261 Questions

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Passing the Salesforce CRT-261 exam demonstrates that a professional has the knowledge and skills required to design, implement, and manage the Service Cloud platform. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries. Additionally, certified professionals can help organizations to improve their customer service operations and drive business growth.

The CRT-261 exam is a comprehensive test that covers a wide range of topics related to Service Cloud. These topics include designing and implementing Service Cloud solutions, managing cases, configuring and managing the Salesforce Knowledge Base, managing data and analytics, integrating with external systems, and designing and implementing communities. CRT-261 Exam consists of 60 multiple-choice questions and candidates have 105 minutes to complete it. The passing score for the exam is 67%.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q50-Q55):

NEW QUESTION # 50
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  • A. Service Analytics Predictions
  • B. Einstein Next Best Action
  • C. Einstein Reply Recommendations
  • D. Validation Rules

Answer: B

Explanation:
Einstein Next Best Action is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer. Einstein Next Best Action is a feature that uses artificial intelligence to analyze customer data and context, and suggest relevant actions or offers for agents or customers at the right moment. Einstein Next Best Action can help improve customer loyalty and satisfaction by providing personalized and timely recommendations that match customer needs and preferences. Einstein Next Best Action can also help increase revenue and retention by identifying cross-sell and upsell opportunities that are appropriate for each customer scenario. Verified References: Service Cloud Consultant Certification Guide & Tips, Einstein Next Best Action Overview


NEW QUESTION # 51
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

  • A. Validation rule
  • B. A Process Builder
  • C. Workflow
  • D. Assignment rule

Answer: B

Explanation:
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter. Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder


NEW QUESTION # 52
What are three considerations when adding a report chart to a Console Component? Choose 3 answers

  • A. The report contains a chart.
  • B. The report chart is added to the Page Layout.
  • C. The report is a Summary or Matrix report.
  • D. The report is shared with a Chatter Group.
  • E. The report has a standard Report Type.

Answer: A,C


NEW QUESTION # 53
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

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

Answer: A,C

Explanation:
Explanation
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 54
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  • A. Train support agents
  • B. Hire additional support agents
  • C. Reduce the cost per call
  • D. Align agent performance goals with KPIs

Answer: A,D


NEW QUESTION # 55
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