Test CRT-261 Quiz | CRT-261 Paper

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Salesforce CRT-261 Certification Exam is designed for individuals who want to demonstrate their expertise in the area of Service Cloud Consulting. CRT-261 exam is specifically designed for professionals who have already implemented Salesforce Service Cloud solutions and are looking to further enhance their skills and knowledge. Certification Preparation for Service Cloud Consultant certification exam provides an opportunity for consultants to validate their knowledge and expertise in designing and implementing Service Cloud solutions that meet the needs of their clients.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q13-Q18):

NEW QUESTION # 13
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Customer Community
B. Sites
C. Employee Community
D. Partner Community

Answer: A

NEW QUESTION # 14
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

A. Omni-Channel Supervisor and Whisper Messages
B. Incident Management tab and Whisper Messages
C. Chat Supervisor tab and Whisper Messages

Answer: A

Explanation:
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.

NEW QUESTION # 15
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Track social sentiment across social media outlets
B. Hire more agents for the contact centers
C. Configure entitlements and milestones to enforce SLAs
D. Improve the training provided to existing agents

Answer: B,D

NEW QUESTION # 16
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

A. Slack Connect
B. Service GPT
C. Einstein Bots

Answer: C

Explanation:
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.

NEW QUESTION # 17
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance

A. Data Integration via SOAP API
B. Cloud-to-Cloud Integration Toolkit
C. Java Language Specific Toolkit
D. Bulk Data Transfer API

Answer: D

NEW QUESTION # 18
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