CRT-261 test vce practice & CRT-261 exam training files & CRT-261 updated prep exam

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Salesforce is a cloud-based customer relationship management (CRM) platform that has become the go-to solution for businesses of all sizes. With its powerful tools for sales, marketing, and customer service, Salesforce has revolutionized the way companies interact with their customers. The Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Certification Exam is designed to test the skills and knowledge of professionals who work with the Service Cloud, the customer service component of the Salesforce platform.

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CRT-261 New Practice Questions, Answers CRT-261 Real Questions

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Earning the Salesforce CRT-261 certification demonstrates to employers and clients that an individual has the knowledge and skills necessary to design and implement effective Service Cloud solutions. It is a valuable credential for professionals who work in customer service, IT, or consulting fields. Additionally, certified Service Cloud Consultants are in high demand as more and more businesses rely on Salesforce to manage their customer service operations.

Salesforce CRT-261 course covers a range of topics related to the Service Cloud Consultant certification exam. These topics include designing and implementing contact center solutions, configuring case management, setting up entitlements and service contracts, designing and implementing knowledge management solutions, and configuring Salesforce Communities. CRT-261 course also covers topics such as data management, integration, security, and compliance considerations. CRT-261 course is delivered through a mix of instructor-led training, hands-on exercises, and interactive discussions to help learners develop the skills needed to pass the Service Cloud Consultant certification exam.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q93-Q98):

NEW QUESTION # 93
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. Both Service Reps can chat with the customer
B. The chat transcripts and case are transferred
C. The Customer doesn't know they were transferred
D. The Customer is shown the new Rep's name

Answer: B,D

Explanation:
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats

NEW QUESTION # 94
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Reduced support channels
B. Optimized use of resources
C. Increased call deflection
D. Increased call routing accuracy
E. Reduced issue resolution time

Answer: A,B,E

NEW QUESTION # 95
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self- service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

A. Customers must spend additional time registering for the portal.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Self-service deflects easy cases, leaving more complex cases for agents.

Answer: D

Explanation:
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices

NEW QUESTION # 96
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

A. Live Agent and Live Message
B. Omni-Channel with Skills-Based Routing.
C. Knowledge One with Article Recommendations
D. Experience Cloud with self-support

Answer: B

NEW QUESTION # 97
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A. Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import
B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

Answer: B

Explanation:
Ensuring that each existing article type has a corresponding knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: [Service Cloud Consultant Certification Guide & Tips], Article Types Overview

NEW QUESTION # 98
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CRT-261 test vce practice & CRT-261 exam training files & CRT-261 updated prep exam

CRT-261 New Practice Questions, Answers CRT-261 Real Questions

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q93-Q98):

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