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Salesforce CRT-261 certification exam is an essential credential for professionals who want to demonstrate their expertise in the Service Cloud platform. By passing CRT-261 exam, candidates can enhance their skills and knowledge in customer service, technical support, and sales roles. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries.
Salesforce CRT-261 Exam is a must-have certification for anyone looking to advance their career in the Salesforce ecosystem, particularly in the Service Cloud domain. Passing CRT-261 exam demonstrates the candidate's expertise in Service Cloud and validates their ability to provide solutions that meet the needs of customers and organizations alike.
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NEW QUESTION # 105
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
Answer: D
Explanation:
Customer Community Plus is a type of Community license that should be used to meet the requirements of allowing customers to submit cases and see a dashboard of case resolution history. Customer Community Plus licenses are used for external users who access Experience Cloud sites and need to access standard CRM functionality, such as creating and managing cases, viewing reports and dashboards, or collaborating with other users. Customer Community Plus licenses are based on the number of named users and are suitable for frequent or high-value customers who need full access to Service Cloud features. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses
NEW QUESTION # 106
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
Answer: D
Explanation:
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 107
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
Answer: B,D
Explanation:
Explanation
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.
NEW QUESTION # 108
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
Answer: C
Explanation:
Email-to-Case is a Service Cloud feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-Case can handle emails with attachments up to 25 MB in size (minus any text in the email). Email-to-Case also preserves email formatting and supports HTML emails with embedded images. Email-to-Case is suitable for customers who provide digital pictures of their problems as attachments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 109
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
Answer: B
Explanation:
Explanation
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 110
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