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To prepare for the Salesforce CRT-261 Exam, individuals can attend training courses offered by Salesforce, study the official exam guide, and take practice exams. Salesforce offers a variety of training courses, including online and in-person sessions, to help professionals gain a deeper understanding of Service Cloud and prepare for the exam. The official exam guide provides an overview of the topics covered in the exam, along with sample questions and answers. Practice exams can also be accessed online to help test takers become familiar with the exam format and types of questions that will be asked.

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Salesforce CRT-261 Certification Exam is a highly sought-after certification among professionals looking to specialize in the Service Cloud Consultant domain. CRT-261 Exam is designed to test the knowledge and expertise of individuals in implementing and designing Salesforce solutions for customer service and support.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A. Web-to-Case
B. On-Demand Email-to-Case
C. Customer Chatter groups
D. Email-to-Case

Answer: B

NEW QUESTION # 34
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

A. Implement Queue-Based Routing
B. Implement Einstein Article Recommendations.
C. Implement Skills-Based Routing.

Answer: C

Explanation:
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.

NEW QUESTION # 35
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

A. Agent Work
B. Agent Detail
C. Assigned Work

Answer: A

Explanation:
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.

NEW QUESTION # 36
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Data Import Wizard
B. Mass Transfer Records
C. Data Loader
D. Change Sets

Answer: C,D

Explanation:
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview

NEW QUESTION # 37
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. All Cases by Customer
B. Case resolution time
C. All open cases by Channel
D. All Cases closed Month-to-date
E. All open Cases by Priority

Answer: A,B,D

Explanation:
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview

NEW QUESTION # 38
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