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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 Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification exam is designed to validate the skills and knowledge required to implement and manage Service Cloud solutions in a customer-facing role. CRT-261 exam covers various topics such as case management, contact center management, data management, and analytics.

Salesforce CRT-261 Exam covers a wide range of topics related to Service Cloud, including case management, contact center management, knowledge management, and integration of Service Cloud with other Salesforce solutions. CRT-261 exam also evaluates the ability of professionals to design and implement solutions that meet the specific business requirements of their clients. CRT-261 exam format consists of 60 multiple-choice questions, and test takers have 105 minutes to complete the exam.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q183-Q188):

NEW QUESTION # 183
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A. Schedule batch Apex processing job
B. Visualforce page APEX SOAP async callout
C. RESTful services with GET, POST, or PUT
D. Workflow-driven outbound messaging

Answer: D

NEW QUESTION # 184
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Process Builder
B. Interaction Log
C. Path for Cases
D. Lightning Row for Service

Answer: B,C

Explanation:
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases

NEW QUESTION # 185
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Skills-Based Routing
B. Lead Assignment Rules
C. Lightning Flow for Service
D. Queue-Based Routing

Answer: A

NEW QUESTION # 186
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
B. Create case escalation rules to route high priority cases directly to supervisors for resolution
C. Set up a Salesforce Customer Community that will allow customers to create cases online
D. Set up analytical snapshots to capture key case information and create historical trending reports

Answer: A,C

Explanation:
Explanation
These are two recommendations that can help decrease customer wait times when they call in for support.
Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_self_service.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5

NEW QUESTION # 187
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Customize the lightning console chat page
B. ConfigureLightningGuided Engagement
C. Customize the pre chat form
D. Configure a chat validation rule

Answer: C

Explanation:
Explanation
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms

NEW QUESTION # 188
......

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