VALID CRT-261 TEST VOUCHER & RELIABLE CRT-261 GUIDE FILES

Valid CRT-261 Test Voucher & Reliable CRT-261 Guide Files

Valid CRT-261 Test Voucher & Reliable CRT-261 Guide Files

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q196-Q201):

NEW QUESTION # 196
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

  • A. Approval of test scripts from the business lead
  • B. Verification of the production migration checklist
  • C. Verification that sample data has been loaded
  • D. Fund customer approval on training materials

Answer: A,C


NEW QUESTION # 197
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

  • A. Embedded Chat Service
  • B. Web-to-CaM
  • C. Experience Cloud site
  • D. Case Assignment Rules

Answer: A

Explanation:
Embedded Chat Service is the feature that a consultant should recommend to meet the requirement of letting customers interact real-time with support agents from their computers and mobile devices. Embedded Chat Service is a feature that allows you to add a chat widget to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on the chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: [Service Cloud Consultant Certification Guide & Tips], Embedded Chat Service Overview


NEW QUESTION # 198
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

  • A. customize service channel settings to define how the org receives work various sources
  • B. From setup select omnichannel and select enable omni channel
  • C. create the necessary objects in SF
  • D. Create SF cases to have omni channel enabled

Answer: A

Explanation:
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_service_channels.htm&type=5


NEW QUESTION # 199
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. Use hashtag (#) to track the customer case and SMEs comments
  • C. Follow the SMEs to receive automatic updates when they add case comments
  • D. Bookmark all the comments related to the issue from SMEs

Answer: A


NEW QUESTION # 200
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

  • A. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
  • B. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
  • C. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

Answer: C

Explanation:
To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses.


NEW QUESTION # 201
......

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