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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who want to demonstrate their expertise in implementing and managing customer service solutions using Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who work as service cloud consultants, customer service managers, or system administrators.

Once individuals have passed the Salesforce CRT-261 Certification Exam, they will have demonstrated their expertise in using the Service Cloud platform and will be recognized as certified Salesforce Service Cloud consultants. Certification Preparation for Service Cloud Consultant certification can help individuals advance their careers, increase their earning potential, and open up opportunities for new job roles in the IT industry.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q132-Q137):

NEW QUESTION # 132
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

A. Cases
B. Contacts
C. Chatter Answers
D. Contracts and SLASs

Answer: A,C

Explanation:
Explanation
These are two features that a consultant should recommend to implement a customer community to provide self-service options to its B2C customers. Chatter Answers is a feature that allows customers to post questions, provide answers, and comment on other posts in the community. Chatter Answers can help customers find solutions from other customers or experts without creating a case. Cases is a feature that allows customers to create, view, and manage cases online in the community. Cases can help customers get support from agents when they cannot find answers from other sources. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_chatter_answers_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_cases_overview.htm&type=5

NEW QUESTION # 133
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to- Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

A. Use a global quick action to capture details.
B. Use Open CTI with Pop to flow to capture details.
C. Use a new customer Path on Contact to capture details.
D. Use an auto-launched flow to capture details.

Answer: D

Explanation:
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto- launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow

NEW QUESTION # 134
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A. Incident Management
B. Appointment Assitant
C. Video Support
D. Omn-Channel Routing

Answer: B

Explanation:
Appointment Assistant is a feature that can improve the customer experience by reducing the 4-hour long appointment windows and providing information about the technician's arrival time. Appointment Assistant is a feature that allows customers to track the status and location of their service appointments in real time through SMS messages or a web page. Appointment Assistant can help customers plan their day, reduce no- shows, and increase satisfaction. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
field_service_appointment_assistant_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
field_service_appointment_assistant_setup.htm&type=5

NEW QUESTION # 135
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable suggested articles on new cases.
B. Create an email template to send articles as PDF attachments.
C. Enable article submission during case close.
D. Enable article customization for open cases.
E. Enable agents to create their own personal articles.

Answer: A,B,C

Explanation:
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates

NEW QUESTION # 136
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A. Create a case report that displays all created or updated cases.
B. Create a case queue for all created or updated cases.
C. Create a case list view that is filtered by My Case Teams.
D. Create an email alert notification for Case Teams.

Answer: B,D

NEW QUESTION # 137
......

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Latest CRT-261 Dumps Files, Hot CRT-261 Questions

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q132-Q137):

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