Reliable CRT-261 Exam Simulator - Test CRT-261 Dumps

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Salesforce CRT-261 Exam is designed to test the candidate's knowledge of Salesforce Service Cloud and their ability to design and implement solutions that meet the needs of the business. CRT-261 exam consists of 60 multiple-choice questions and must be completed in 105 minutes. CRT-261 exam is administered by Salesforce and can be taken either online or in a proctored testing center.

Salesforce CRT-261 certification exam covers a range of topics including service cloud architecture, data and security, case management, knowledge management, contact center analytics, and integration. Candidates must demonstrate their knowledge and skills in these areas to pass the exam and obtain the certification. Certification Preparation for Service Cloud Consultant certification is a valuable asset for professionals who work in customer service and support as it demonstrates their expertise in Salesforce tools and technologies.

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How to improve your IT ability and increase professional IT knowledge of CRT-261 real exam in a short time? Obtaining valid training materials will accelerate the way of passing CRT-261 actual test in your first attempt. It will just need to take one or two days to practice Salesforce CRT-261 Test Questions and remember answers. You will free access to our test engine for review after payment.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q177-Q182):

NEW QUESTION # 177
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A. Case Assignment Rules
B. Visual Workflow
C. Omni-Channel
D. Case Auto-Response Rules

Answer: C

NEW QUESTION # 178
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

A. Use Escalation Rules for notifications and Case Teams to monitor cases.
B. Use Salesforce Flow for notifications and Case Teams to monitor cases,
C. Use Salesforce Flow for notifications and Account Teams to monitor cases.

Answer: A

Explanation:
To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.

NEW QUESTION # 179
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:
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 # 180
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A. Field Service Lightning
B. Employee Community
C. Salesforce Mobile App
D. Lightning Console

Answer: A

Explanation:
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
field_service_basics.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.
htm&type=5

NEW QUESTION # 181
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. customize service channel settings to define how the org receives work various sources
B. create the necessary objects in SF
C. Create SF cases to have omni channel enabled
D. From setup select omnichannel and select enable omni channel

Answer: A

Explanation:
Explanation
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5

NEW QUESTION # 182
......

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Reliable CRT-261 Exam Simulator - Test CRT-261 Dumps

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q177-Q182):

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