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Allein die Versprechung ist nicht genug. Deswegen bieten wir ZertSoft den Kunden die allseitige und anspruchsvolle Service. Von der kostenfreien Probe vor dem Kauf der Salesforce CRT-261 Prüfungsunterlagen, bis zur einjährigen kostenfreien Aktualisierungsdienst nach dem Kauf. Wir werden Ihnen die vertrauenswürdige Hilfe für jede Vorbereitungsstufe der Salesforce CRT-261 Prüfung bieten. Falls Sie die Salesforce CRT-261 Prüfung nicht wunschgemäß bestehen, geben wir Ihnen volle Rückerstattung zurück, um Ihren finanziellen Verlust zu kompensieren. ZertSoft ist eine professionelle Webseite, die die neuesten Testaufgaben und Antworten von Salesforce CRT-261 Zertifizierungsprüfung bietet. Es ist sicherlich Ihre beste Wahl, mit unseren Lehrbüchern die Salesforce CRT-261 Prüfung vorzubereiten. ZertSoft wird Ihnen helfen, in begrenzter Zeit die CRT-261 Prüfung so schnell wie möglich zu bestehen. Wenn es irgendein Qualitätsproblem von den Lehrbüchern gibt oder Wenn Sie die CRT-261 Prüfung nicht bestehen, versprechen wir Ihnen eine bedingungslose volle Rückerstattung. >> CRT-261 Fragenkatalog <<

Salesforce CRT-261 Testfagen - CRT-261 Deutsch Prüfungsfragen

Wir versprechen, dass alle Kandidaten, die Shunglungsunterlagen von ZertSoft benutzt haben, Ihre Salesforce CRT-261 Prüfung 100% bestehen können, ohne Ausnahme. Wenn Sie heute ZertSoft wählen, fangen Sie dann mit Ihrem Training an. Sie können die nächste Salesforce CRT-261 Zertifizierungsprüfung sicher bestehen und die besten Ressourcen mit der Marktkohärenz und zuverlässiger Garantie bekommen

Salesforce CRT-261 Prüfungsplan:

Thema	Einzelheiten
Thema 1	Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Thema 2	Distinguish the key components that contribute to performance optimization within a design
Thema 3	Explain the use cases, capabilities, and limitations of Flow important to case management.
Thema 4	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Thema 5	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Thema 6	Given a scenario, identify the appropriate Service Console features to meet the business need
Thema 7	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Thema 8	Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service depot repair, B2C, B2B, etc.)
Thema 9	Given a scenario, determine appropriate contact center licensing and deployment strategies
Thema 10	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Thema 11	Understand the key factors to consider when implementing a Knowledge data migration strategy
Thema 12	Given a set of business requirements, describe how a feature should be implemented
Thema 13	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Thema 14	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Thema 15	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Thema 16	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Thema 17	Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Thema 18	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Thema 19	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Thema 20	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Thema 21	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Thema 22	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Thema 23	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Thema 24	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Thema 25	Explain how different Service Console features work together to deliver business value
Thema 26	Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

Salesforce Certification Preparation for Service Cloud Consultant CRT-261 Prüfungsfragen mit Lösungen (Q42-Q47):

42. Frage
Using Import Wizard, how many Asset records can you import at a time?

• A. You cannot import Assets via Import Wizard
• B. 0
• C. 100,000
• D. 1
• E. 50,000

Antwort: A
43. Frage
KCS (knowledge centered support) what is it? Choose 2 Answers

• A. Share knowledge with the business partners
• B. Method for social media management
• C. Standard for managing customer support and delivery
• D. Process for creating and maintaining knowledge

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

Antwort: A,C
45. Frage
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

• A. Enable the Support Process for default email templates
• B. Implement Email-To-Case
• C. Implement Quick Text
• D. Implement Macros
• E. Enable the support setting for default email templates

Antwort: C,D,E
46. Frage
Milestones can be added to which three object types?
Choose 3 Answers

• A. Work order
• B. Account
• C. Case
• D. Service
• E. Entitlement

Antwort: A,C,E
47. Frage
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