CRT-261 Exam Lab Questions | New CRT-261 Exam Question

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New CRT-261 Exam Question - Exam CRT-261 Torrent

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who want to demonstrate their expertise in implementing and managing customer service solutions using Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who work as service cloud consultants, customer service managers, or system administrators.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q131-Q136):

NEW QUESTION # 131
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

A. It includes blocked and abandoned calls.
B. It is the typical experience of a caller.
C. It is askewed by calls that are quickly answered
D. It captures the same informaion as First Call Resolution.

Answer: A

NEW QUESTION # 132
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Omni-Channel Utility Component
B. Cases report sorted by Rep and Case Owner
C. Omni-Channel Supervisor tab
D. Cases report sorted by Rep and Case CreatedDate

Answer: C

Explanation:
The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.omnichannel_supervisor_tab.htm&type=5 : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_supervisor_monitor_agents.htm&type=5

NEW QUESTION # 133
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A. Enable the knowledge sidebar setting in the case support settings.
B. Create a visualforce page called knowledge sidebar on the case page layout.
C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
D. Enable the knowledge sidebar related list on the case page layout.

Answer: A

NEW QUESTION # 134
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A. Provide a timeline that addresses all the requirements.
B. Prioritize the requirements based on who submitted them.
C. Identify the requirements needed for initial GoLive.
D. Organize the requirements from largest to smallest.

Answer: C

Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices

NEW QUESTION # 135
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Create a Case Macro
B. Configure Process Builder
C. Activate a Validation Rule
D. Define Case Escalation Rules

Answer: A

NEW QUESTION # 136
......

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CRT-261 Exam Lab Questions | New CRT-261 Exam Question

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q131-Q136):

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