Salesforce CRT-261 Exam Dumps
Certification Preparation for Service Cloud Consultant
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What is Salesforce CRT-261 Exam ?
The Salesforce CRT-261 exam is a certification exam that tests your knowledge of the Salesforce Service Cloud platform. The exam is designed for individuals who want to demonstrate their skills and knowledge in implementing and configuring Service Cloud solutions in a customer-facing role.
The exam covers a wide range of topics, including:
Service Cloud administration and configuration: This includes tasks such as creating and managing cases, knowledge articles, and users.
Service Cloud objects and fields: This includes understanding the different objects and fields that are used in Service Cloud, such as cases, contacts, and products.
Service Cloud reports and dashboards: This includes creating and using reports and dashboards to track the performance of your service desk.
Service Cloud integrations: This includes integrating Service Cloud with other Salesforce applications, such as Sales Cloud and Marketing Cloud.
Service Cloud security: This includes understanding the security features of Service Cloud and how to implement them to protect your data.
To pass the exam, you must score at least 67% on a 60-question exam.
Salesforce CRT-261 Exam Dumps are practice tests that can help you prepare for the Salesforce CRT-261 Exam. These dumps are a great way to learn the material and practice answering questions in a similar format to the actual exam.
Here are some tips for using CRT-261 exam dumps:
Use CRT-261 exam dumps to supplement your studies, not as a replacement for studying the material.
Make sure the CRT-261 exam dumps are from a reputable source.Use the exam dumps to practice answering questions in a similar format to the actual exam.
Don't rely on CRT-261 exam dumps to pass the exam. Make sure you study the material and practice answering questions.
By following these tips, you can use exam dumps to help you prepare for the Salesforce CRT-261 Exam and increase your chances of passing.
Question 1
Support agents need to verify that customers are eligible to receive customer support before they can update theWhich two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
A. Contacts
B. Products
C. Service contracts
D. Case history
Question 2
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
Question 3
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
Question 4
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Question 5
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
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