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Valid CRT-261 Test Pattern | CRT-261 Exam Prep

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DumpsQuestion's Salesforce CRT-261 practice exam software tracks your performance and provides results on the spot about your attempt. In this way, our Certification Preparation for Service Cloud Consultant (CRT-261) simulation software encourages self-analysis and self-improvement. Questions in the Salesforce CRT-261 Practice Test software bear a striking resemblance to those of the real test.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q92-Q97):

NEW QUESTION # 92
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

A. create a lightning email template to sned artilce to customer
B. Create a macro to send an email with the article to customer
C. create a workflow email alert to send the artilce to the customer
D. create an auto response rule to send the article to teh customer

Answer: A

NEW QUESTION # 93
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

A. Standard Email-to-Case with assignment rules
B. Standard Web-to-Case with assignment rules
C. Omni-Channel with prioritized queues
D. Lightning Email with web routing prioritization

Answer: B

Explanation:
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: : https://help.salesforce.com
/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.customize_caseassign.htm&type=5

NEW QUESTION # 94
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A. Support Types
B. Support Processes
C. Approval Processes

Answer: B

Explanation:
To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type.

NEW QUESTION # 95
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Omni-channel Supervisor
B. Next Best Actions
C. Push Notifications
D. Case Feed

Answer: A

Explanation:
Explanation
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview

NEW QUESTION # 96
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

A. Omni-channel Skills-based routing
B. Case Skills-based Assignment Rules
C. Chat Queue-based routing
D. Omni-channel Queue-based routing

Answer: D

Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_queue_based_routing.htm&type=5

NEW QUESTION # 97
......

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