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Salesforce Service Cloud Consultants CRT-261 Exam

Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

The benefit in Obtaining the CRT-261 Exam Certification

• After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
• When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
• A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
• If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q95-Q100):

NEW QUESTION # 95
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

• A. DynamicDahsbaord by Call Center
• B. Case report grouped by call center
• C. Reporting Snapshots by call center
• D. Report Subscriptions by call center

Answer: C
NEW QUESTION # 96
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. Multiple Article Record Types can be imported in the same CSV.
• B. Each Article Record Type must be in a separate CSV.
• C. Article Record Types must be created before the import.
• D. Article Record Types will be created as part of the import.

Answer: A,C
NEW QUESTION # 97
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

• A. Implement an adapter built on Open CTI.
• B. Implement an adapter using the Telephony API.
• C. Move to a cloud -based telephony system.
• D. Build an adapter using the telephony vendor's toolkit.

Answer: A
NEW QUESTION # 98
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

• A. Use the Files Related List on each article to add files to your articles.
• B. Post the Files to the Chatter Feed on each Article.
• C. Upload the files as Documents, then relate them to the migrated Articles.
• D. Use the Lightning Knowledge Migration Tool and choose 'include files'.

Answer: A
NEW QUESTION # 99
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

• A. Average call handle time by team
• B. Number of cases closed by a self-service user
• C. Number of cases created using portal
• D. Number of IVR inquiries without agent involvement

Answer: B,C
NEW QUESTION # 100
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