100% PASS QUIZ 2025 SALESFORCE CRT-261: CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT MARVELOUS EXAMCOLLECTION DUMPS

100% Pass Quiz 2025 Salesforce CRT-261: Certification Preparation for Service Cloud Consultant Marvelous Examcollection Dumps

100% Pass Quiz 2025 Salesforce CRT-261: Certification Preparation for Service Cloud Consultant Marvelous Examcollection Dumps

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Salesforce CRT-261 Certification Exam evaluates candidates on their knowledge and skills related to customer service best practices, Salesforce Service Cloud functionality, and service cloud implementation strategies. Candidates must pass the 60-question multiple-choice exam within 105 minutes to earn the certification.

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Salesforce CRT-261 exam measures the candidate's knowledge on topics such as case management, contact center analytics, omnichannel routing, and service cloud solution design. CRT-261 exam consists of 60 multiple-choice questions that must be completed within 105 minutes. CRT-261 Exam is conducted online and is proctored, ensuring that the certification is prestigious and respected in the industry. With the CRT-261 certification, individuals can prove their expertise in service cloud and improve their career prospects.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q14-Q19):

NEW QUESTION # 14
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

  • A. Visual Studio Code and change sets
  • B. Visual Workflow, data loader, and Force.com IDE
  • C. Data loader, change sets, and Force.com Excel Connector
  • D. Mass Transfer Records, change sets, and Visual Studio Code

Answer: A


NEW QUESTION # 15
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

  • A. Work on integrating with social media platforms.
  • B. Focus on scalability for handling high inquiry volume.
  • C. Emphasize continuous monitoring of chat.

Answer: B

Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.


NEW QUESTION # 16
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

  • A. # of cases via email
  • B. # of articles per agent
  • C. Most popular articles
  • D. Total cases created

Answer: C,D


NEW QUESTION # 17
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

  • A. Entitlements and Milestones
  • B. Auto-Response Rules
  • C. Escalation Rules

Answer: A

Explanation:
To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.
Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided.
For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.
By configuring entitlements and associated milestones, UC can:
* Monitor SLA Compliance:Automatically track whether cases meet the defined response times.
* Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.
* Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.
This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones.htm&type=5


NEW QUESTION # 18
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

  • A. Private
  • B. Read-Only
  • C. Territory Rule

Answer: B

Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.


NEW QUESTION # 19
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