Salesforce CRT-261 Valid Test Objectives & Real CRT-261 Question

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The Salesforce CRT-261 exam is composed of 60 multiple choice questions that must be completed within 105 minutes. The CRT-261 exam covers a wide range of topics, including Service Cloud implementation strategies, Service Cloud data model, Service Cloud automation, Service Cloud integrations, and Service Cloud analytics. CRT-261 exam is designed to ensure that certified professionals have a deep understanding of the Service Cloud platform and can provide comprehensive solutions to their clients. Successful completion of the CRT-261 certification exam demonstrates that a professional has the knowledge and experience required to consult on complex Service Cloud solutions and provide valuable insights to their clients.

Salesforce CRT-261: Certification Preparation for Service Cloud Consultant is a certification exam designed to evaluate the knowledge and skills of the candidates in the field of Service Cloud. CRT-261 Exam is aimed at professionals who are involved in the implementation of Service Cloud solutions in their organizations. Certification Preparation for Service Cloud Consultant certification confirms that the candidate has a thorough understanding of the various concepts and tools related to Service Cloud.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q69-Q74):

NEW QUESTION # 69
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure Omni-channel to assign cases directly to Tier 2.
B. Create Knowledge Articles and publish internally and publicly.
C. Create a dashboard to track and manage call volumes by type.
D. Configure IVR routing to bypass Tier 1 for the product line.

Answer: B

Explanation:
Explanation
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview

NEW QUESTION # 70
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
B. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
C. Developers can embed API calls and processes on web pages to automate call handling processes.
D. Developers can integrate with any telephony platform available with little to no need for customization.

Answer: A,C

NEW QUESTION # 71
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the correct Salesforce users to the Call Center.
B. Install an adapter from AppExdiange to work with third-party CTI systems.
C. Enable Live Agent in their community to chat with an agent.
D. Assign the Salesforce CTI license to Salesforce users.
E. Create a softphone layout and assign to user profiles.

Answer: A,B,E

Explanation:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 72
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. Escalation Rules
B. Auto-Response Rules
C. Entitlements and Milestones

Answer: C

Explanation:
To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.
Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided.
For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.
By configuring entitlements and associated milestones, UC can:
* Monitor SLA Compliance:Automatically track whether cases meet the defined response times.
* Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.
* Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.
This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones.htm&type=5

NEW QUESTION # 73
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Coach users on minimizing open console tabs.
B. Add additional components to the Lightning console.
C. Allow the user to log into Live Agent from multiple browsers.
D. Ensure each laptop has a modern browser installed.

Answer: A,D

NEW QUESTION # 74
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