VALID SALESFORCE CRT-261 TEST DURATION & CRT-261 LATEST EXAM DISCOUNT

Valid Salesforce CRT-261 Test Duration & CRT-261 Latest Exam Discount

Valid Salesforce CRT-261 Test Duration & CRT-261 Latest Exam Discount

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Tags: Valid CRT-261 Test Duration, CRT-261 Latest Exam Discount, CRT-261 Latest Exam Practice, CRT-261 Valid Exam Experience, Examinations CRT-261 Actual Questions

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q74-Q79):

NEW QUESTION # 74
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

  • A. Article Record Types will be created as part of the import.
  • B. Multiple Article Record Types can be imported in the same CSV.
  • C. Article Record Types must be created before the import.
  • D. Each Article Record Type must be in a separate CSV.

Answer: C,D

Explanation:
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]


NEW QUESTION # 75
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  • A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  • B. Set up a Salesforce Customer Community that will allow customers to create cases online.
  • C. Set up analytical snapshots to capture key case information and create historical trending reports.
  • D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Answer: B,D

Explanation:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
* Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
* Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.


NEW QUESTION # 76
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

  • A. Configure flow Builder /Process Builder
  • B. Activate a validation rule
  • C. Create a Case Macro
  • D. Define case escalation rules

Answer: C

Explanation:
Explanation
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5


NEW QUESTION # 77
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

  • A. The Customer is shown the new Representative's Name
  • B. The Chat Transcript and Case are transferred.
  • C. The Customer does not know they were transferred.
  • D. Both Service Reps can chat with the Customer.

Answer: A,B


NEW QUESTION # 78
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

  • A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
  • B. Escalation Rules, Queues, Chatter Groups, Omni-Channel
  • C. Case Assignment Rules, Queues, Public Groups, Omni-Channel
  • D. Escalation Rules, Queues, Public Groups, Live Agent

Answer: C


NEW QUESTION # 79
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