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CRT-261 Latest Torrent & Associate CRT-261 Level Exam

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To prepare for the Salesforce CRT-261 exam, candidates can take advantage of various study materials available online, including self-paced training modules, practice exams, and study guides. Additionally, Salesforce offers instructor-led training, which covers all the topics included in the certification exam. By investing time and effort in preparing for the exam, candidates can acquire the skills and knowledge necessary to pass the Salesforce CRT-261 Exam and earn the Salesforce Certified Service Cloud Consultant certification.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q171-Q176):

NEW QUESTION # 171
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. Entitlements and Milestones
B. Auto-Response Rules
C. Escalation Rules

Answer: A

Explanation:
To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.
Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided.
For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.
By configuring entitlements and associated milestones, UC can:
* Monitor SLA Compliance:Automatically track whether cases meet the defined response times.
* Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.
* Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.
This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones.htm&type=5

NEW QUESTION # 172
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Case Assignment Rules
B. Embedded Chat Service
C. Web-to-Case
D. Customer Community

Answer: B

NEW QUESTION # 173
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

A. Mark the messaging session as customer Inactive.
B. End the messaging session with the customer.
C. Leave the messaging session with the customer open.

Answer: B

Explanation:
In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.

NEW QUESTION # 174
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A. A separate .csv import file is uploaded for each data category
B. One .csv import file is uploaded for all article types
C. A separate .csv import file is uploaded for each article type
D. Attachments and .html files must be referenced in a corresponding .zip file
E. Each article must be associated to an article type

Answer: C,D,E

NEW QUESTION # 175
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Next Best Actions
B. Omni-channel Supervisor
C. Case Feed
D. Push Notifications

Answer: B

Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview

NEW QUESTION # 176
......

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