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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q46-Q51):

NEW QUESTION # 46
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A. Standard email to case
• B. Web to case forms
• C. On-Demand Email-to-case
• D. Omni channel routing

Answer: C
NEW QUESTION # 47
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

• A. @mention the SMEs on the case Chatter feed and follow the case
• B. Bookmark all the comments related to the issue from SMEs
• C. Follow the SMEs to receive automatic updates when they add case comments
• D. Use hashtag (#) to track the customer case and SMEs comments

Answer: A
NEW QUESTION # 48
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A. omni Channel
• B. Contact Request
• C. Field Service
• D. Mobile Connect

Answer: C
NEW QUESTION # 49
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

• A. Create a Customer Experience Cloud site.
• B. Configure Web-to-Case.
• C. Deploy a Partner Central Community.
• D. Implement Recommended Articles.

Answer: D
NEW QUESTION # 50
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

• A. Support Processes
• B. Support Types
• C. Approval Processes
• D. Record Types

Answer: A,D
NEW QUESTION # 51
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