CRT-261 SAMPLE QUESTIONS | CRT-261 STUDY TEST

CRT-261 Sample Questions | CRT-261 Study Test

CRT-261 Sample Questions | CRT-261 Study Test

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Salesforce's CRT-261 (Certification Preparation for Service Cloud Consultant) exam is designed for professionals who wish to demonstrate their expertise in implementing and consulting on Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification exam evaluates the candidate's understanding of Service Cloud best practices, industry-specific applications, and complex service solutions. CRT-261 exam is designed for individuals who have hands-on experience with the Service Cloud platform and are well-versed in Salesforce's suite of products and services.

Salesforce CRT-261 Exam is designed to test the candidate's knowledge of Salesforce Service Cloud and their ability to design and implement solutions that meet the needs of the business. CRT-261 exam consists of 60 multiple-choice questions and must be completed in 105 minutes. CRT-261 exam is administered by Salesforce and can be taken either online or in a proctored testing center.

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Salesforce CRT-261 Study Test, CRT-261 Exam Quiz

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q193-Q198):

NEW QUESTION # 193
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

  • A. Service Contracts
  • B. Salesforce Survey
  • C. Entitlement process

Answer: C

Explanation:
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.


NEW QUESTION # 194
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

  • A. web-to-Case
  • B. On-Demand Email-to-Case
  • C. Email-to-Case
  • D. An AppExchange package

Answer: B


NEW QUESTION # 195
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

  • A. Dynamic dashboards
  • B. Dashboad folder sharing
  • C. Case Object permissions set to create and read
  • D. Org wide default for cases set to private

Answer: A,D


NEW QUESTION # 196
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

  • A. It captures the same informaion as First Call Resolution.
  • B. It is askewed by calls that are quickly answered
  • C. It is the typical experience of a caller.
  • D. It includes blocked and abandoned calls.

Answer: D


NEW QUESTION # 197
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  • A. Use Process Builder for notifications and case teams to monitor cases.
  • B. Use escalation rules for notifications and case teams to monitor cases.
  • C. Use escalation rules for notifications and account teams to monitor cases.
  • D. Use Process Builder for notifications and account teams to monitor cases.

Answer: A

Explanation:
Explanation
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview


NEW QUESTION # 198
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