CRT-261 NEW PRACTICE QUESTIONS, CRT-261 RELIABLE TEST TESTKING

CRT-261 New Practice Questions, CRT-261 Reliable Test Testking

CRT-261 New Practice Questions, CRT-261 Reliable Test Testking

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Tags: CRT-261 New Practice Questions, CRT-261 Reliable Test Testking, CRT-261 Reliable Test Notes, Reliable CRT-261 Test Camp, CRT-261 Valid Test Voucher

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The Salesforce CRT-261 exam is composed of 60 multiple choice questions that must be completed within 105 minutes. The CRT-261 exam covers a wide range of topics, including Service Cloud implementation strategies, Service Cloud data model, Service Cloud automation, Service Cloud integrations, and Service Cloud analytics. CRT-261 exam is designed to ensure that certified professionals have a deep understanding of the Service Cloud platform and can provide comprehensive solutions to their clients. Successful completion of the CRT-261 Certification Exam demonstrates that a professional has the knowledge and experience required to consult on complex Service Cloud solutions and provide valuable insights to their clients.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q186-Q191):

NEW QUESTION # 186
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

  • A. Define case escalation rules
  • B. Configure flow Builder /Process Builder
  • C. Create a Case Macro
  • D. Activate a validation rule

Answer: C

Explanation:
Explanation
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5


NEW QUESTION # 187
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

  • A. Average number of days to close cases
  • B. Number of open cases per day
  • C. Number of cases escalated
  • D. Number of new customers added
  • E. Number of closed cases on first call

Answer: A,B,C


NEW QUESTION # 188
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

  • A. Enhancing user profiles for customer services
  • B. Optimizing the user interface for improved usability
  • C. Tailoring the objects to expose specific customer data

Answer: B

Explanation:
When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction.


NEW QUESTION # 189
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?

  • A. Actions & Recommendations component.
  • B. Recent Items set to Account object.
  • C. Screen flow launched from a global action.
  • D. History Utility in the Utility bar.

Answer: D

Explanation:
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
console2_history_share.htm&type=5


NEW QUESTION # 190
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

  • A. Web-to-Case forms
  • B. Standard Email-to-case
  • C. On-Domand Emali-to-Case
  • D. Apex Email Service

Answer: A,C

Explanation:
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
* On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
* Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to- Case, [Set Up Web-to-Case]


NEW QUESTION # 191
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