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NEW QUESTION # 100
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Custom Component
- B. The Case Feed
- C. The Social Feed
- D. A Twitter Macro
Answer: B
NEW QUESTION # 101
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Omni Channel
- B. Process Builder Assignment
- C. Case Assignment Rules
- D. Live Agent
Answer: A
NEW QUESTION # 102
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. Field Service Lightning
- C. An AppExchange Solution
- D. Customer Community
Answer: B
NEW QUESTION # 103
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar related list on the case page layout.
- B. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: B
NEW QUESTION # 104
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Approval process history migrate to Lightning Knowledge.
- B. Article numbers change during migration.
- C. Attachments and .html files in Classic Knowledge are moved to the Files object.
- D. Each article must be associated to a record type.
- E. Visualforce pages refer to Classic article types.
Answer: A,C,D
NEW QUESTION # 105
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:
- A. Set up analytical snapshots to capture key case information and create historical trending reports
- B. Create case escalation rules to route high priority cases directly to supervisors for resolution
- C. Set up a Salesforce Customer Community that will allow customers to create cases online
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
Answer: C,D
Explanation:
Explanation
These are two recommendations that can help decrease customer wait times when they call in for support.
Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_self_service.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5
NEW QUESTION # 106
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers are spending additional time searching for answers.
- B. Agents do not have access to the same Knowledge articles as customers.
- C. Self-service deflects easy cases, leaving more complex cases for agents.
- D. Customers must spend additional time registering for the portal.
Answer: C
NEW QUESTION # 107
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers
- A. Escalation Rule
- B. Assignment Rule
- C. Workflow Actions
- D. Milestones
Answer: A,D
Explanation:
Explanation
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules
NEW QUESTION # 108
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case age report type
- C. Create a report using the Case snapshot report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION # 109
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Create a Custom Report type with activities as the primary object.
- B. Customize the My Teams Calls this week standard report.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Build a Summary report on Products and Activities.
Answer: A
Explanation:
Explanation
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types
NEW QUESTION # 110
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION # 111
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Customize the My Teams Calls this week standard report.
- B. Create a Custom Report type with activities as the primary object.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Build a Summary report on Products and Activities.
Answer: A
NEW QUESTION # 112
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Private
- B. Visible in Portal
- C. Read Only
- D. Read/Write
Answer: D
Explanation:
Explanation
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5
NEW QUESTION # 113
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
- A. Assign the WorV Order to the same Case as the Entitlement Process.
- B. Create or Apex Trigger to assign the Entitlement Process to Work Order.
- C. Set up separate Entitlement Process for Case and Work Order
- D. Work Orders created from a Case automaticallv inherit the Entitlement Process
Answer: C
NEW QUESTION # 114
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Supervisors to investigate those cases
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Use auto response rule to send an email
Answer: A,B
NEW QUESTION # 115
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Content
- B. Lightning Knowledge
- C. Classic Knowledge
- D. Salesforce Files
Answer: C
NEW QUESTION # 116
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Service Console
- B. Messaging
- C. Social Customer Service
- D. Chat
Answer: A,B
NEW QUESTION # 117
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Enable Sneak Peek Configuration setting.
- B. Enable Assistance Flag Configuration setting.
- C. Create a blocking rule.
- D. Create sensitive data rules.
Answer: C
Explanation:
Explanation
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat
NEW QUESTION # 118
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a permission set for each record type; assign permissions to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: D
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 119
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Macros
- B. Local Presence
- C. Lightning Dialer
- D. Open CTI
Answer: C
NEW QUESTION # 120
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use an escalation rule to move cases into the product manager queue
- B. Use an assignment rule to assign new cases to the product manager
- C. Use a workflow rule to send an email to the product manager
- D. Use Chatter case feed and case teams to monitor cases
Answer: C
NEW QUESTION # 121
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Case tabs with Account subtabs
- B. Account tabs with Case Subtabs
- C. Account tabs and Cases tab
- D. Account tab with Cases related list
Answer: D
NEW QUESTION # 122
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, accounts, contacts, cases
- B. Accounts cases, users, contacts
- C. Accounts, contacts, cases, users
- D. Users, contacts, accounts, cases
Answer: A
NEW QUESTION # 123
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Salesforce's CRT-261 (Certification Preparation for Service Cloud Consultant) exam is designed for professionals who wish to demonstrate their expertise in implementing and consulting on Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification exam evaluates the candidate's understanding of Service Cloud best practices, industry-specific applications, and complex service solutions. CRT-261 exam is designed for individuals who have hands-on experience with the Service Cloud platform and are well-versed in Salesforce's suite of products and services.
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