Salesforce CRT-261 Detailed Study Plan | Reliable CRT-261 Dumps Pdf

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Salesforce CRT-261 Exam Reference

Salesforce CRT-261 Certification Preparation for Service Cloud Consultant exam is designed for professionals who are looking to enhance their skills and knowledge in the field of service cloud consulting. Certification Preparation for Service Cloud Consultant certification exam is ideal for service cloud consultants who are responsible for designing and implementing service cloud solutions for their clients.

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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.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q192-Q197):

NEW QUESTION # 192
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

A. Salesforce Connect
B. Middle-tier integration
C. Custom Objects
D. External Objects

Answer: A,D

NEW QUESTION # 193
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
B. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
C. in a Private sharing model, only queue members can take ownership or cases in the Queue.
D. In a Public Read Only sharing model, al users can view cases in a Queue.

Answer: B,C

NEW QUESTION # 194
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?

A. Experience Cloud sites
B. Messaging In-app and Web (MIAW)
C. Einstein Bots

Answer: B

Explanation:
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

NEW QUESTION # 195
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?

A. Measure and reward agents based on the number of new articles submitted for approval.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Require agents to check a box on the case when submitting a new suggested article.

Answer: B

Explanation:
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.

NEW QUESTION # 196
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

A. Configure content library permissions
B. Publish articles to external channels
C. Enable public solutions.
D. Enable article deliveries
E. Assign article types to the communities

Answer: B,C,E

NEW QUESTION # 197
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