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CRT-261 Questions Dumps

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CRT-261 Questions Dumps

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  1. Salesforce CRT-261 Certification Preparation for Service Cloud Consultant

  2. Salesforce CRT-261 Exam Detail 01 Vendor: Salesforce 02 Exam Code: CRT-261 03 Exam Name: Certification Preparation for Service Cloud Consultant 04 Questions Answers: 65

  3. Really You Want To Pass SealsForce CRT-281 Exam?

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  6. CRT-261 Questions Answers Question: 1 Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers A. Salesforce Knowledgebase B. Chatter Groups C. Field Service Lightning D. Service Cloud SOS Answer: C, D

  7. CRT-261 Questions Answers Question: 2 Universal Containers runs a support operation with multiple call centers. The Support M anager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Create a list view report that includes fields for call center location, agent, calendar m onth, and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calend ar month, and first-call resolution. C. Create a joined report that includes fields for call center location, agent, calendar mon th, and firstcall resolution. D. Create a matrix report that includes fields for call center location, agent, calendar mon th, and firstcall resolution. Answer: D

  8. CRT-261 Questions Answers Question: 3 Universal Containers has a single contact center that handles all service requests includi ng chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing Answer: B

  9. CRT-261 Questions Answers Question: 4 The Contact Center at Universal Containers wants to increase its profit margins by prom oting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers A. Knowledge Base B. Customer Community C. Automatic Call Distribution D. Service Cloud Console Answer: A, B

  10. CRT-261 Questions Answers Question: 5 Support agents need to verify that customers are eligible to receive customer support be fore they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers A. Contacts B. Products C. Service contracts D. Case history Answer: A, C

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